NEW
Font size
WorksheetsUTS PERSONALITY MRS ARIANA WITANINGRUM
Total questions: 20
Worksheet time: 10mins
Choose the false sentence below!
How to demonstrate courtesy is . . . . .
Be polite by using the courteous phrases with the appropriate tone of expressions.
Be of good manners. Being presentable, adhering to the grooming guidelines all the time.
Be considerate. Putting ourselves into the shoes of the guests.
Humble ourselves, treat our guests respectfully at all time, even when they are wrong.
Choose the false sentence below!
Sincerity is the center of all the core values because we must demonstrate all the core values with sincerity.
Put our needs as our first priority.
A courteous person creates a good and lasting impression.
Respect comes from an understanding that every person is unique and valuable.
Choose the right sentence below!
Demonstrate our respect to the guests . .
Not discriminate our guests.
Respect guests’culture, religion including guest’s behavior even their behavior is illegal.
Respect guests’ wishes and always try to accommodate all their requests.
All answer are correct.
Why a “Good Service” is so important to our Business....?
Good Reputation, High profit.
Guest’s Right & repeat guests.
Staff And guest satisfaction.
All answers are correct.
Some factors that will encourage a guest’s patronage . . . .
Good service , good atmosphere, good reputation
Quality – quality of food/drinks
Prime location and parking facilities
All answers are correct.
Some factors how to create a Good Service are . . . .
Treating our customers with respect, making them feel recognized even we have no skill and knowledge.
Treating our customers by skill-knowledge, positive attitude and team work.
Efficient, be ready and always develop carrier.
Build a good relationship to the guest
Choose the right sentence!
Key Point Handling the telephone . . .
Pick up the telephone gently/ quietly
Answer the telephone within 3 rings
Ask permission when you put a caller on hold
All answer are correct.
Choose the right sentence!
Preparation while we do an outside calls . . .
Pick up the telephone gently/ quietly
Answer the telephone within 3 rings
Write down the main point/ questions
All answer are correct.
What is Hospitality in our jobs?
Natural host providing warm and caring service
Is a warm, sincere, caring yet spontaneous service that comes from the heart
How to treating our cusstomers with respect, making them feel recognized, anticipated and valued.
All answer are correct
Hospitality consist of 5 core values on it
Responsible, Respect, Sincere, Courtesy, Humality
Respect, Courtesy, Responsible, Humality, helpfulness
Respect, Courtesy, Helpfulness, Humality, Sincerity
Responsible, Helpfulness, Respect,Courtesy, Humality
What is the meaning of A Good Service in our jobs ?
The act of delivering a guest’s wants in the most courteous and attentive manner
Going out your way to please a guest, so that guest satisfaction can be achieved
How to make guest satisfaction by treating our customers with respect, making them feel recognized
All answer are correct
Humality is...?
Pride without arrogance
Treating another person respectfully
Unpretentious and modest, that he or she doesn’t think/feel more better or more important than others
All answer are correct
How to demonstrate helpfulness in our job...
Anticipate guest need and offer services
Follow up to ensure that guest need have been met
Delighting customers each and every time
All answer are correct
Choose the right sentence below!
As a Hotelier we have to demonstrate courtesy in delivering service to the guest by
Change from being customer focused to product focused
Constantly having a genuine and sincere smile to welcome and greet our guests
Not disgrace and not discriminate our guests
All answer are correct
Choose the right sentence below!
Project confidence while dealing with anxious people...
Take personal interest and don’t smile
Listen carefully and take as personal problem
Clear voice, normal voice speed and follow up for constant reassurance
All answer are correct
Choose the right sentence below!
Project energy and enthusiasm while dealing with impatient people...
Keep smiling and friendly
Full pay attention
Keep talk faster
All answer are correct
Step by step effective listening process. Choose the right one!
Greeting - listen to understand - pay full attention and make eye contact – Confirmation – Thank you
Greeting - listen to understand and pay full attention – ask to detail - Confirmation – Thank you
Greeting - listen to understand – show positive responses – Confirmation – Thank you
All answer are correct
Some behavior that unacceptable while delivering service to the guests
Choose the right sample below!
Sneezing, yawning, trimming the finger nails
Littering, talking loudly or quarreling
Chewing gum and laughing loudly
All answer are correct
Key project maintaining body gesture while delivering service to the guests
Choose the right sample below!
When standing stand straightly and eyes look straight a head
Always focus at a single point and keep friendly
Eyes look straight ahead, full pay attention and monitoring all staffs
All answer are correct
Key project recognizing and managing caller’s behavior for assertive caller.
Choose the right way how to respond an assertive caller:
Always smile and keep friendly
Use close question to manage the conversation
Be pro active and focus
All answer are correct
