What does Maslow’s Hierarchy of Needs explain?

Which is an example of meeting a physiological need?

A college student is given four tickets to a sold-out concert. Which need is the student fulfilling?

A restaurant owner who works 12 hours every day of the week wants to have more time for friends and family. Which need is he exhibiting?

Self-awareness, self-regulation, social skills, empathy, and motivation are components of

The component of emotional intelligence that considers the feelings of others is ...

Guests at your hotel ask about dining experiences and available attractions in your area. You should

Which is an example of how technology has improved the delivery of guest service?

Which is an example of proper workplace etiquette?

Values, beliefs, traditions, heroes, ceremonies, and how a company goes about doing things is called

What does a company’s culture do?

A man works for a hotel with a highly structured company culture. Which is he most likely to do?

Skills that are learned through education and practice are called.

What are soft skills?

Typing speed and knowledge of sign language are examples of which type of skill?

Which is an example of a soft skill?

What is the first step in problem-solving?

When generating a potential solution to a problem, which skill is most important?

Evaluative or corrective information about an action, event, or process is called

The process of conceptualizing, applying, synthesizing, and evaluating information is called

A server is a real team player. He is a good listener and relates well to others. What type of skills does he have?

A guest is dissatisfied with the service he is receiving at Stone’s Crab Shack. He is highly agitated and accuses the server of trying to poison him. It is up to the manager to solve the problem. Which type of skill is needed?

A condition that results when demand exceeds the resources available is

Using tools to increase a person’s efficiency and productivity is called

Which time management skill includes setting a timeline for completing a task?

Effective teams trust each other and .....

A marketing manager has her schedule for the next week and is determining the importance of each task and when to complete it. She is ......

A restaurant manager is holding a weekly team meeting with her staff. She is discussing the specials of the day as well as how to work effectively as a team. Which type of communication is the manager using?

A chef walks into the kitchen to greet his staff. He smiles and raises his eyebrows. He pulls his shoulders straight and wide. He raises his right arm and “punches” the air with his fist. What type of communication is the chef using?

A concierge is listening to a guest’s experience at the hotel restaurant. If the concierge is using active listening skills, which should he do?

A housekeeper walks into the manager’s office to discuss her vacation request. Just as she begins speaking, the telephone rings. The manager answers and talks for seven minutes while the housekeeper waits. As they discuss her request, the manager quickly types an IM on his computer, then begins to read a text message. The housekeeper says, “I’ll come back later when it might be a better time for you to talk.” What active listening skill could the manager have used to make this communication more successful?

The variety of people and their background experiences, opinions, religions, gender, race, and ethnicity is known as

A tendency toward a particular perspective or idea based on prejudice is known as?

What concept refers to the range of different types of people in the world?

As part of ADA compliance, facilities management must ensure the facility has.

When Elisha’s Inn hires new staff, the manager goes out of his way to make them feel a part of the company. He views all of the staff as family. This represents .

When verbal or physical conduct related to a person’s race, gender, color, ethnicity, religion, sexual orientation, or disability interferes with the person’s work performance or creates an unhealthy work environment what has occurred?

A woman has been hired to work at Dominion Theme Park. Her first assignment is to entertain children as a woodland animal. She objects to wearing a squirrel costume because of the heat. She complains that this is harassment. Is she correct?