HM9 - AHA Quiz 1&2

A positive attitude is essential for hospitality professionals.

• True

• False

Hospitality professionals should always be friendly and helpful, even when guests are difficult.

• True

• False

Hospitality professionals should avoid expressing negative emotions in the workplace.

• True

• False

Hospitality professionals should be enthusiastic about their jobs and their work.

• True

• False

Hospitality professionals should be able to handle stress and difficult situations in a professional manner.

• True

• False

Which of the following is NOT an example of a positive attitude in the hospitality industry?

• Smiling and greeting guests warmly

• Offering to help guests with their luggage

• Going above and beyond to make guests' stay enjoyable

• Anticipating and meeting guests' needs

• Complaining about difficult guests to colleagues

Which of the following is an example of demonstrating a positive attitude in the face of a difficult situation?

• Apologizing to a guest for a mistake and offering to make it right

• Remaining calm and professional when dealing with an angry guest

• Asking a colleague for help when you are feeling overwhelmed

• ALL ANSWERS ARE CORRECT

• NONE OF THE CHOICES

Which of the following benefits is NOT associated with having a positive attitude in the workplace?

• Decreased absenteeism

• Increased productivity

• Reduced stress levels

• Improved customer service

• Increased job satisfaction

What is the best way to handle negative emotions in the workplace?

• Express them in a healthy way, such as talking to a trusted colleague or manager

• Suppress them and avoid letting them show

• Take a break from work to calm down before returning to your duties

• ALL ANSWERS ARE CORRECT

• NONE OF THE CHOICES

Which of the following is the most important thing to remember when interacting with guests?

• The guest is always right

• Your own needs are always secondary to the needs of the guest

• It is important to be polite and respectful, even when guests are being difficult

• ALL ANSWERS ARE CORRECT

• NONE OF THE CHOICES