Hospitality

1. A guest just arrived at the hotel:

• "How was your journey?"

• "What’s your favourite food?"

• "Where have you been?"

• "How long was the light?"

What is called bathroom equipment?

• Bath things

• Skincare Routine

• Wardrobe

• Aminities

What is the part of Front Office ?

• Bell boy and Concierge Service

• Waiter or Waiters

• Public Area

• Engineering

which is a phrase for apologize

• i do apologize Mr / madam

• I am so sorry about this inconvenience

• really apologize Mr / madam about that

• all are correct

How do we greet our guests and would like to show our friendliness and enthusiasm? Choose 2

• Take 10 meters away from you, make eye contact and smile

• Take 10 steps away from you, make eye contact and smile

• Take 5 steps away, verbally greet the guest warmly

• Take 5 meters away, greet them verbally.

How do you show to the guest that you recognize the facts, feeling and intention during the conversation? Choose all that you think are true to you.

• Listen carefully and re-state the key points

• Clarify if you do not understand, do not assume

• Read non-verbal cues to find out guest feeling

• Being empathetic and say that you recognize their feeling

• Find out reason behind the guest request, decision, needs and wants

"Certainly Mr. James, I will be happy to assist you. I'll call Housekeeping Attendant to come to your room within 15 minutes to deliver the extra towels you need."

Is this a response or resolution?

• Response

• Resolution

• Neither response or resolution

"The waiter inform the guest about the information that the guest requested."

Is this a response or a resolution?

• Resolution

• Response

• Neither response or resolution

1. A guest is waiting in the lobby:

• "Are you OK?"

• "What do you want to order?"

• "Is this your first time visiting?"

• "Do you want to play a game?"

Match the adjectives with their meanings:

1. Helpful

• Acting in a kind and pleasant way.

• Always willing to assist others.

• Showing politeness and respect.

• Creating a warm and inviting atmosphere.