Hotels
What hotel department usually checks guests into a hotel?
Front Desk
What employee normally takes a guest’s food order?
Server
Name one job in the travel industry.
Travel advisor/agent, flight attendant, tour guide, etc.
Name ONE type of event that requires hospitality professionals.
Wedding, concert, birthday, sports event, festival, conference, etc.
Finish this sentence: Hospitality is the business of taking care of ________.
People
What hotel department cleans and prepares guest rooms?
Housekeeping
FOH stands for what?
Front of the House
Name TWO things a travel agent should know about a client before recommending a trip.
Budget, interests, who is traveling, dates, accessibility, preferences, etc.
Name THREE things an event planner has to plan.
Food, venue, entertainment, decorations, staffing, budget, transportation, etc.
Name something that can ruin a customer’s experience even if the actual product is good.
Bad service, dirty environment, long waits, rude employees, etc.
What employee may help guests with restaurant reservations, attractions or transportation?
Concierge
Name TWO jobs that normally work Back of House.
Chef, cook, prep cook, dishwasher, etc.
Why wouldn’t a travel agent recommend the exact same NYC itinerary to grandparents and teenagers?
Different needs/interests/abilities.
Your outdoor wedding has a 100% chance of rain. What should already exist?
Plan B
What does L.A.S.T. stand for?
Listen • Apologize • Solve • Thank
A guest arrives at 2 PM, but check-in is at 3 PM and the room isn’t ready. Name ONE professional way to handle it.
Accept reasonable solutions: explain politely, check room status, offer luggage storage, provide waiting options, etc.
A guest specifically says “NO ONIONS,” but their meal arrives covered in onions. What should happen next?
Apologize and correct/remake the meal
Your client’s number-one activity is canceled because of weather. What’s your job?
Find a Plan B / alternative solution.
The DJ cancels two hours before a Sweet 16. As the event planner, what do you do?
Find replacement entertainment / create alternative plan.
Name THREE qualities of a great hospitality employee.
Accept reasonable answers: communication, patience, professionalism, friendliness, problem-solving, teamwork, etc.
A woman asks you for the room number of a guest named John Smith. Should you give it to her?
NO — guest privacy/security
Which is more important in a successful restaurant: food or service?
Both / the total guest experience.
What’s more important when planning a vacation: choosing the most expensive option or choosing the option that best fits the client?
Best fit for the client.
Why are concerts and professional sporting events considered part of hospitality?
They involve creating and managing a guest/customer experience.
Hotels, restaurants, cruises, theme parks, concerts and events may look completely different. What is one thing they're ALL trying to create?
AN EXPERIENCE