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WorksheetsHospitality Unit 2 Review
Total questions: 24
Worksheet time: 12mins
Which type of traveler is not an example of guest diversity?
a. Honeymooners
b. Special needs guests
c. Non-show guests
d. International guests
A guest wants to visit an exotic destination and stay in a five-star spa resort but no five-star properties exist at that location. The guest service professional assisting the guest will need to:
a. Refer the guest to another location where a five-star spa resort exists.
b. Apologize and tell the guest you cannot help him or her.
c. Recommend a four-star resort. There’s not that much difference.
b. Determine what the guest finds desirable about spa resorts.
Guest service professionals must be prepared to step in and provide guests with the knowledge, ___________, and answers they will need in order to raise their comfort level.
Experience
Extensions
Expertise
Expression
What is the most likely place for someone to steal sensitive information for criminal used?
a. The Internet
b. Filing cabinets
c. Registration information
d. Point of sales (POS)
When are financial processes and procedures typically used?
a. Communicating with a guest in person
b. Communicating with a guest in email
c. Conducting transactions on site
d. Communicating with a guest over the phone
1. A common model used for achieving win-win outcomes to guest complaints is the:
a. L.A.T.E. model
b. Last model
a. Win-win model
d. L.I.S.T.E.N. model
Thinking before you speak will help you decide:
a. What to say
b. How to say it
c. When to say it
d. None
___________ is known as the vocabulary commonly used in communicating with people in a particular industry or profession.
a. Vocabulary
b. Slang
c. Jargon
d. Speech
Nonverbal communication is also known as:
a. Slang vocabulary
b. Jargon
c. Body language
d. Nonverbal language
Another aspect of effective communication is to:
a. listen effectively and don’t worry about the feelings involved
b. think carefully about feelings involved, both your own and the other person’s
c. share your thoughts openly without thinking of your own feelings and the other person’s
d. just try to react without considering feelings, be honest
The purpose of a Com Center is to:
a. only monitor and only pass along communication as needed, but you get to be the decision maker.
b. monitor, and pass along any communication to ensure all messages and information reach the correct employee or department.
c. react to the information being communicated by sending it to managers when crisis arises.
d. only send some messages and information reach the correct employee or department.
1. The employee engagement cycle includes how many phases:
1
8
12
6
P&L is the acronym for:
a. Profit and Loss report
b. Purchase and Liability report
c. Performance and Liability report
d. Purchase and Loss report
When a guest decides to be engaged or participate in the guest experience cycle it is called ___________phase.
Pre-Arrival
Arrival
Occupancy
Departure
