WorksheetsChapter 2-Service: The Heart of Hospitality
Total questions: 11
Worksheet time: 10mins
The (a) is the main reason for the hospitality industry.
The ability to understand how another person feels is (a) .
When you provide the same good service and products to customers each time they come to your business, you are providing (a) quality service.
Interaction between customer and staff member, like a phone conversation to make a hotel reservation, are called word-of-mouth.
True
False
In a hotel, the back-of-house employees include the valets, bell attendants, and security officers.
True
False
A customer-focused employee is able to (a) customer needs.
Standing tall, looking alert, and projecting an attitude of enthusiasm are all examples of good (a) .
Critical moments greatly impact customer satisfaction and they should be avoided as much as possible.
True
False
A customer (a) plan should guide employees on how to use proper safety and sanitation measures, minimize customer and employee stress, and handle negative encounters.
Having a customer service plan can help with customer (a) .
The three common methods of communication used in hospitality are verbal, written, and ___-_____.
(a)
