Workplace Etiquette in Airport Hospitality

When it comes to personal presentation, which of these is NOT a good grooming habit?

• Wearing your favorite superhero T-shirt to work

• Keeping your hair neat and professional

• Wearing clothes that fit appropriately and are clean

• A friendly smile to brighten up the workplace

Which of the following is considered the best body language when greeting a coworker, especially in the presence of guests??

• Dapping up (high-five or fist bump, depending on the vibe)

• A firm handshake and maintaining eye contact

• Giving a thumbs-up while texting

• Standing with your arms crossed and looking away

If a coworker asks for help but you’re busy, how do you handle it without overstepping boundaries?

• Giving them a quick answer and then telling them how busy you are

• Avoiding them all day so you don’t have to deal with it

• Politely saying, “I’d love to help, but I’m swamped right now. Can we chat later?”

• Sending a long-winded email explaining why you’re too busy

When trying to maintain a professional tone, which of the following is the best approach?

• Speaking in a casual tone like you're talking to a close friend (even if it’s a guest!)

• Speaking with a calm, clear voice and focusing on the subject at hand

• Using hand gestures wildly while speaking loudly for emphasis

• Talking in a whisper to make your words sound more mysterious

When you need to use your phone for work-related purposes during a guest interaction, what should you do?

• Make sure to scroll through all your social media feeds before getting to the work task

• Politely explain you need to check something on your phone and keep the conversation brief and focused

• Apologize, but then start sending memes to your friends to lighten the mood

• Keep talking while checking your phone, multitasking to show how efficient you are

You’re in an encounter with a guest at the lounge. Your body language is:

• Arms crossed tightly, leaning away from the table like you're ready to run

• Staring at your phone, hoping the conversation will end soon

• Resting your chin on your hand, looking bored (just don’t do this)

• Leaning forward slightly, hands on the table, looking engaged and welcoming

You and a colleague have different working styles, but you're still collaborating on a task. How do you make it work?

• Tell them your way is the only way, and they should adjust to you

• Ignore their methods and just do it the way you want

• Avoid collaborating altogether because it’s too complicated

• Communicate openly, find a middle ground, and respect each other’s approach

During a busy shift, you and a coworker are both helping a guest. How should you manage your personal space to avoid crowding the guest?

• Stand side by side, so the guest feels like they’re being surrounded by friendly faces

• Stand right behind the guest so they know you're there to help if needed

• Keep a respectful distance, making sure you’re not crowding the guest while you assist them together

• Stand too close to the guest, hoping they’ll ask for help faster