Hospitality Vocab 1.1-1.4

What is the exchange of information and/or ideas through verbal, nonverbal, or written messages called?

• Communication

• Expectation

• Experience

• Halo effect

Who is a person that benefits from another person's work and may or may not receive something tangible?

• Customer

• Employee

• Manager

• Supplier

What term describes what a person believes or anticipates will happen?

• Expectation

• Experience

• Communication

• Halo effect

How do customers feel when they interact with a company, which can be positive and/or negative?

• Experience

• Communication

• Expectation

• Halo effect

What is the term for treating others the way they want to be treated?

• Platinum rule

• Golden rule

• Silver rule

• Bronze rule

What is it called when the positive feeling from a first impression lasts through subsequent encounters?

• Halo effect

• Communication

• Expectation

• Experience

What is the term for a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organization's success?

• Feedback

• Empowerment

• Complaint

• Troubleshooting

What is the response customers provide after receiving service called?

• Complaint

• Empowerment

• Feedback

• Composure

What is an expression of dissatisfaction or unhappiness known as?

• Attentiveness

• Complaint

• Proactive listening

• Empowerment

What term describes being alert and caring about customers and their needs?

• Composure

• Troubleshooting

• Attentiveness

• Feedback