WorksheetsHospitality Chapter 2 Vocabulary
Total questions: 15
Worksheet time: 8mins
What does customer service involve?
Empathetic interaction
Ignoring customer needs
Reducing service quality
Avoiding problem-solving
Who is typically referred to as a 'guest'?
A person who works at a hotel
A person entertained or served as a visitor
A person who owns a restaurant
A person who manages a business.
What does empathy refer to?
Ignoring others' feelings
Sharing and understanding others' feelings
Criticizing others' feelings
Avoiding others' feelings.
What does 'word-of-mouth publicity' rely on?
Personal recommendations or experiences
Formal advertising
Ignoring customer feedback
Reducing service quality
What are 'back-of-the-house employees'?
Employees who interact directly with customers
Employees who work in areas not accessible to customers
Employees who focus on customer satisfaction
Employees who create customer service plans.
Which of the following is an example of a 'customer-focused employee'?
A) Inventory manager
B) Dishwasher
C) Server
D) Host
What is a 'customer service plan'?
A list of customer complaints
A strategy for providing exceptional service
A type of employee role
A critical moment.
Who are considered 'front-of-the-house employees'?
Kitchen staff
Hosts and servers
Inventory managers
Dishwashers
Which role is not typically accessible to customers?
Server
Host
Kitchen staff
Customer-focused employee
What is the primary focus of a 'customer-focused employee'?
Inventory management
Meeting customer needs
Creating service plans
Managing kitchen staff
Which of the following is a 'critical moment'?
A regular meeting
A decisive point in a process
A customer service plan
A back-of-the-house task.
Which employees are responsible for ensuring a positive customer experience?
Back-of-the-house employees
Customer-focused employees
Critical moment employees
Customer service planners.
Which of the following is not a 'back-of-the-house employee'?
A) Kitchen staff
B) Dishwasher
C) Host
D) Inventory manager
What is the main goal of a 'customer service plan'?
To list customer complaints
To guide exceptional service delivery
To manage inventory
To create employee roles.
Who plays a vital role in supporting the overall operations of a business?
Front-of-the-house employees
Customer-focused employees
Back-of-the-house employees
Critical moment planners.
