4 REM RECEPTION AND HOSPITALITY QUIZ 1

2. The work area for reception is known as the:

• front desk

• concierge desk

• bar section

• pool counter

The first thing that a visitor is most likely to notice about a receptionist is:

• What they are wearing

• Whether they are attractive or not

• Whether they have an accent

• Whether they are friendly and welcoming

A courier arrives with an urgent package that has been damaged in transit. It is addressed to a senior manager who you know is in an important meeting and it is marked urgent and confidential. As receptionist you would:

• Refuse to accept it

• Open it immediately to check the damage

• Call the manager to come to reception

• Accept it but write a note about the damage on the delivery slip that the courier

An appropriate greeting by a receptionist is:

• Good afternoon, can I help you?

• Hi, great to see you

• Hello, who have you come to see?

• What do you want?

A friendly relationship to guests and strangers is called _____

• Care

• Patience

• Hospital

• Hospitality

Hospitality means:

• Tourist travel and the services connected with it, regarded as an industry combined with hospitality.

• Developing the knowledge and skills required to perform on the job at the highest level.

• The reception and entertainment of guests, visitors, or strangers at resorts; membership clubs, conventions, attractions, special events; and other services for travelers and tourists.

• Services that provide for guest expectations using the physical assets of the property.

The reception area is the waiting area for visitors to a firm. Its location, physical arrangement and appearance:

• create impressions on the minds of visitors

• indicate the profit margin of the organisation

• must be selected by staff

• should be modern and trendy