Hospitality Recap 2020

Which of the following skills are the most important when working in the hospitality industry? (you can choose more than one)

• Teamwork

• Relaxing

• Professionalism

• Customer service

• Day dreaming

Which of the following are safety features of chef's jacket?

• 4 layers of fabric at the front to protect vital organs

• Long sleeves to protect the arms from burns

• Rounded buttons so that the jacket can be removed quickly if the chef catches on fire

• Easy to wash and wear

• Available in funky colours

Why must chefs wear sturdy closed in black leather shoes?

• Because leather is comfortable

• Leather is a durable material

• Black leather shoes will match their pants

• To protect their feet from spills & falling objects

To be an effective worker in the hospitality industry, individuals should possess a variety of interpersonal skills. Employers want staff who arrive on time and are able to meet deadlines. This is known as

• empathy

• punctuality

• intercultural awareness

• communication

Effective verbal communication includes:

• Using appropriate language

• Positive body language

• Using a clear voice

• Having a courteous tone

• Using gestures

In the hospitality industry nails should be clean, shaped & only clear polish is to be worn. False nails are not permitted.

• True

• False

Hazards in the hospitality industry could include:

• Heat

• Manual handling

• Spills

• All of the above

A customer is a person who pays for goods & services.

• True

• False

Choose an example of good customer service.

• Food service assistants stands with their backs to the customer

• A food service assistant smiles and greets the customer politely & promptly

• A food service assistant chews her nails whilst waiting for her customer to make their choice.

• A chef shouts at a colleague when they make an error with a food order.

Identify the benefits of good customer service to the business.

• Customers who did not enjoy their experience, will recommend the business to friends.

• Customers who enjoy their experience, will spend more money.

• The business will not expand.

• The business will get bad reviews.