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WorksheetsReception & Hospitality
Total questions: 12
Worksheet time: 6mins
Inter-personal relationships relate to:
persons meeting to plan events
attitudes and behaviour towards others
the pattern of events in an office setting
private and personal matters
Reception area is the waiting area for visitors to a firm. Its location, physical arrangement and appearance:
create impressions on the minds of visitors
indicate the profit margin of the organisation
must be selected by staff
should be modern and trendy
The person who is managing appointments for executives and managers must keep an on- going check of all appointments. What type of reminder system may be used?
neat sheets of scrap paper
the blank pages of the telephone directory
a tickler reminder system
ask a work colleague to remind you
Mr Teladia is a valued customer. His appointment with Mr Shaw has been cancelled because Mr Shaw must travel to St. Kitts on urgent business. The receptionist deletes the information from her records. What action should follow?
be guided by Mr Shaw's work schedule and instructions as an offer is made for another date
forget about him
ask Mr Teladia to call when he feels like doing so
offer another date
The tickler or reminder system normally follows the:
numerical system
alphabetical sysyem
decimal system
chronological system
An appropriate greeting by a receptionist is:
Good afternoon, can I help you?
Hi, great to see you
Hello, who have you come to see?
What do you want?
Useful reminder systems for a receptionist include:
I. A tickler system
II. A wall planner
III. A diary
IV. A calendar
I, II and III only
I, II and IV only
I, III and IV only
All of the above
The first thing that a visitor is most likely to notice about a receptionist is:
What they are wearing
Whether they are attractive or not
Whether they have an accent
Whether they are friendly and welcoming
The role of the receptionist is maintaining the reception area may include:
I. Cleaning the floor
II. Arranging for parcels or cases to be moved.
III. Replacing old magazines and keeping them tidy
IV. Clearing away dirty glasses and cups
I, II and IV only
I, III and IV only
II, III and IV only
All of the above
You maintain the diaries of three executives in your organisation. When someone telephones to make an appointment the first fact that you try to ascertain is:
What day they want to come
What time they want to come
Who they want to see
Why they want to make an appointment
A courier arrives with an urgent package that has been damaged in transit. It is addressed to a senior manager who you know is in an important meeting and it is marked urgent and confidential. As receptionist you would:
Refuse to accept it
Open it immediately to check the damage
Call the manager to come to reception
Accept it but write a note about the damage on the delivery slip that the courier asks you to sign
An advertisement for a receptionist emphasises the need to be articulate.
This is:
The attribute of being able to express your thoughts clearly
The skill of being able to do draw accurately
The art of being able to do two things at once
The desire to work hard and do well
