BUSINESS STUDIES REVISION 2

A key responsibility of a receptionist in the hospitality industry is to:

• Prepare meals

• Clean guest rooms

• Greet and assist guests

• Manage financial transactions

When dealing with a dissatisfied guest, the receptionist should:

• Become defensive

• Actively listen to their concerns

• Blame other staff members

• Offer a solution without fully understanding the issue

Professionalism in reception requires a receptionist to:

• Wear casual clothing

• Share personal opinions with guests freely

• Prioritize social media activity over guest needs

• Maintain a courteous and helpful demeanor

When a guest has a question or request, the receptionist should:

• Listen attentively and offer solutions

• Ignore them if busy

• Direct them to a different staff member without explanation

• Briefly answer them and move on quickly

Effective problem-solving skills are important for receptionists because they may need to:

• Delegate tasks only

• Address unexpected situations

• Follow instructions without thinking critically

• Avoid interacting with guests experiencing problems

Confidentiality is important for receptionists because they may handle:

• Personal opinions about guests

• Irrelevant details about the hotel

• Sensitive guest information

• Publicly available information

Effective communication skills are not important for receptionists.

• TRUE

• FALSE

• Effective time management allows receptionists to handle multiple tasks efficiently.

• TRUE

• FALSE

When checking in a guest, a receptionist should prioritize lengthy small talk.

• TRUE

• FALSE

When dealing with a frustrated guest, the receptionist should listen attentively and address their concerns.

• TRUE

• FALSE