WorksheetsHospitality 1 Vocabulary Lessons 1-3
Total questions: 27
Worksheet time: 14mins
What is the exchange of information and/or ideas through verbal, nonverbal, or written messages called?
Communication
Expectation
Experience
Halo effect
Who is a person that benefits from another person's work and may or may not receive something tangible?
Customer
Communication
Platinum rule
Halo effect
What term describes what a person believes or anticipates will happen?
Expectation
Experience
Communication
Halo effect
How do customers feel when they interact with a company, which can be positive and/or negative?
Experience
Expectation
Communication
Platinum rule
What is the term for treating others the way they want to be treated?
Platinum rule
Halo effect
Communication
Expectation
What is it called when the positive feeling from a first impression lasts through subsequent encounters?
Halo effect
Experience
Communication
Expectation
What is the term for a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organization's success?
Feedback
Empowerment
Complaint
Composure
What is the response customers provide after receiving service called?
Complaint
Empowerment
Feedback
Troubleshooting
What is an expression of dissatisfaction or unhappiness known as?
Attentiveness
Complaint
Proactive listening
Empowerment
What term describes being alert and caring about customers and their needs?
Composure
Troubleshooting
Attentiveness
Feedback
What is the term for maintaining a calm, professional attitude?
Empowerment
Composure
Feedback
Proactive listening
What is the term for listening carefully and responding with clarifying questions?
Troubleshooting
Attentiveness
Proactive listening
Complaint
What is the process of thinking of solutions and problem solving called?
Feedback
Troubleshooting
Empowerment
Composure
What are hard skills?
Attitudes or personality traits
Concrete, measurable abilities specific to a job
The amount of money an employee is paid
Document providing an overview of skills
What are soft skills?
Concrete, measurable abilities
The amount of money an employee is paid
Attitudes or personality traits that contribute to success
Document providing an overview of skills
What does job outlook indicate?
The amount of money an employee is paid
The degree to which job opportunities are likely in the future
Concrete, measurable abilities
Document providing an overview of skills
What is a resume?
The amount of money an employee is paid
Attitudes or personality traits
Document providing an overview of skills, work history, education, and achievements
Concrete, measurable abilities
What does salary refer to?
The amount of money an employee is paid
Attitudes or personality traits
Document providing an overview of skills
Concrete, measurable abilities
What is the act or practice of welcoming and entertaining guests, including hotels and restaurants?
Itinerary
Tourism
Hospitality
Vacation package
What term describes a detailed list of activities a traveler will undertake, often including flight and accommodation information?
Tourist
Itinerary
Hospitality
Vacation package
What is the term for travel for recreational, leisure, educational, and many other purposes?
Tourism
Itinerary
Hospitality
Vacation package
Who is a person that travels and visits places of interest?
Itinerary
Tourist
Hospitality
Vacation package
What includes everything a traveler needs to take a trip, such as transportation, lodging, and entertainment arrangements?
Itinerary
Tourism
Vacation package
Hospitality
Which type of business provides food or drink to customers, including catering businesses and fast-food restaurants?
Lodging
Entertainment
Food & Beverage
Transportation
What is a place for travelers to sleep, rest, and sometimes eat, such as hotels and hostels?
Entertainment
Lodging
Transportation
Food & Beverage
Which activity provides pleasure and/or relaxation, such as sightseeing and going to the theater?
Transportation
Lodging
Entertainment
Food & Beverage
What involves the movement of people and goods from one place to another, such as by cars and planes?
Food & Beverage
Lodging
Entertainment
Transportation
