Communication and Hospitality Industry

Topics: Communication, Management, The Guest Pages: 7 (2421 words) Published: May 28, 2013
1. The Pineapple has been internationally recognized as a symbol of hospitality and a sign of friendliness and welcome! TRUE 2. According to many industry experts, what is the secret of being the best? SERVICE 3. Your ________, or ____________, is especially important in the hospitality industry because the guest is paying to have a pleasant experience. ATTITUDE, SPIRIT 4. People don’t care how much you know until they know how much you care. TRUE 5. There is not a difference between simply serving your guests and offering exemplary guest service.  FALSE 6. Service with Spirit requires: Extra personal effort, Pride in your work and your property, A sense of professionalism and standard, Positive work ethics 7. All guests have the same definition of service excellence. FALSE 8. Understand what guests want and expect before they - Ask or tell you 9. Guests always get mad when you admit that you don’t have all the right information and ask someone else. FALSE 10. Guest want to receive follow up reports in response to problems or requests.  TRUE 11. Treat others as you would like to be treated is the: GOLDEN RULE 12. Treat others as they would like to be treated is the: PLATINUM RULE 13. What are you doing when you are searching for “service excellence clues” with your guest? Showing the Spirit, Reading the Guest, Paying attention 14. To remember the six principles of the Spirit of Hospitality, start by remembering the correct acronym below: Seek, Place, Ignore, Reach, Invest, Team 15. Does happiness at work really matter in the long run? TRUE 16. The following are characteristics of happy people: Are self controlled, Have respectful jobs, Are grateful 17. What is the one word that we use or should use a dozen of times a day or more? THANK YOU 18. Based on the “a ha” Moment in this session please complete the sentences.

211 degrees water is _______ and at 212 degrees water ________. And, its that one extra degree that makes all the ________________.  Hot, boils, difference 19. “a ha!” stands for “amazing hospitality attitude”  TRUE 20. Exemplary means Setting example, worth of imitation and/or a model of behavior 21. How might a hospitality professional show courtesy to his or her guests? Greet guests warmly with a smile. Maintain eye contact when talking with speaking with a guest. 22. How can you best acquire exceptional service skills and knowledge in the hospitality industry? Education, EXPERIENCE, Skill Training 23. A guest calls the front desk to ask what sorts of activities are taking place at the property. How can you reach out in response and show service with SPIRIT?  Give them a brief description of the activities for that week or day and send a schedule of events to their room as soon as possible.

1. A positive person believes there is no choice about how they do their work.  FALSE 2. As a supervisor you are required to conduct daily shift meetings. Today, you have to let your team know of some bad comment cards from last night’s dinner crowd. You are pretty upset with the comments and have been in a bad mood all day. It is important that you tell your team what guests are saying but it is even more important to keep their spirits high. What can you say to keep your attitude positive and your team motivated? Tonight, we can and we will demonstrate excellent service! Who’s with me? Let’s do this! Let’s show our guests that we care! 3. Positive people believe that their attitude determines their results each day?  TRUE 4. There is ______________ a choice about the way you do your work, even if there is not a choice about the ___________ itself. Always, work 5. Your attitude determines your: ALTITUDE

6. Life is ______ what happens to you and _______ how you react to it. 10% and 90% 7. Positive attitudes separate the best from the rest.  TRUE 8. The ability to see the bigger...
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