Hospitality Chapter 2 Vocabulary

What does customer service involve?

• Empathetic interaction

• Ignoring customer needs

• Reducing service quality

• Avoiding problem-solving

Who is typically referred to as a 'guest'?

• A person who works at a hotel

• A person entertained or served as a visitor

• A person who owns a restaurant

• A person who manages a business.

What does empathy refer to?

• Ignoring others' feelings

• Sharing and understanding others' feelings

• Criticizing others' feelings

• Avoiding others' feelings.

What does 'word-of-mouth publicity' rely on?

• Personal recommendations or experiences

• Formal advertising

• Ignoring customer feedback

• Reducing service quality

What are 'back-of-the-house employees'?

• Employees who interact directly with customers

• Employees who work in areas not accessible to customers

• Employees who focus on customer satisfaction

• Employees who create customer service plans.

Which of the following is an example of a 'customer-focused employee'?

• A) Inventory manager

• B) Dishwasher

• C) Server

• D) Host

What is a 'customer service plan'?

• A list of customer complaints

• A strategy for providing exceptional service

• A type of employee role

• A critical moment.

Who are considered 'front-of-the-house employees'?

• Kitchen staff

• Hosts and servers

• Inventory managers

• Dishwashers

Which role is not typically accessible to customers?

• Server

• Host

• Kitchen staff

• Customer-focused employee

What is the primary focus of a 'customer-focused employee'?

• Inventory management

• Meeting customer needs

• Creating service plans

• Managing kitchen staff