Service & Hospitality
What is the key difference between service and hospitality?
A) Service is focused on providing physical goods, while hospitality is about emotional connections.
B) Service is the technical delivery of a product or service, while hospitality is the emotional response to the service, making the guest feel valued.
C) Service is always free, but hospitality is paid for.
D) Hospitality is only offered in luxury hotels, while service is available everywhere.
B) Service is the technical delivery of a product or service, while hospitality is the emotional response to the service, making the guest feel valued.
_______________ are lasting and can set the tone for the entire guest experience.
FIRST IMPRESSIONS
What are the 3 Vs of communication?
VERBAL, VOCAL, VISUAL
Smile with _________ to convey warmth and friendliness when interacting with your guests.
The largest hotel chain in Canada by the number of properties
What is a Marriott Hotels?
Name one tangible and one intangible service provided in the hospitality industry.
A) Tangible: Guest greeting; Intangible: Clean rooms
B) Tangible: Room service delivery; Intangible: The feeling of being welcomed
C) Tangible: Free Wi-Fi; Intangible: Hot showers
D) Tangible: Towels; Intangible: Food delivery
B) Tangible: Room service delivery; Intangible: The feeling of being welcomed
What is important for creating a professional positive first impression?
A) grooming standard and personal hygiene
B) dress to impress
C) fresh shower and pressed clothes
D) All the above
D) All the above
It is more impactful than the words we use and is responsible for 55% of effective communication.
What is BODY LANGUAGE (VISUAL)?
This rule encourages hospitality staff to create positive first impressions by acknowledging guests at specific distances.
What is the 10-5-3 rule?
The Canadian city has the highest number of hotel rooms.
What is TORONTO?
What element of true hospitality is crucial in creating a lasting impression on guests?
A) Speed of service
B) Generosity
C) Discounts and offers
D) Entertainment options
B) Generosity
Taking responsibility for one's actions and ensuring tasks are completed to the best of one's ability.
What is accountability?
The use of these terms may create barriers in your verbal communication.
What are JARGONS?
They reinforce or contradict verbal messages, adding emphasis or clarity to communication.
What are GESTURES?
Fairmont hotels belong to this French Hotel Chain.
What is Accor Hotels?
What are the 4 types of guest feedback we discussed in the course?
The ability to control one's emotions and behaviors, crucial for maintaining professionalism in high-pressure situations.
What is self-regulation?
This verbal communication helps to deliver messages in a more polite and considerate manner, reducing the risk of offending or alienating the listener.
What is SPEECH SOFTNER?
This non-verbal cue, often combined with a smile, is one of the first signs of friendliness and approachability.
What is EYE CONTACT?
22% of Canadians worked their first job in the this industry, the highest rate of any industry
What is Restaurant Industry?
The service recovery technique that was curated by Disney to help responding to guest complaints and concerns.
What is the HEARD technique?
The critical moments during guest interactions that can make or break the guest's first impression and set the tone for the entire experience.
What are MOMENTS OF TRUTH?
It helps to improve your written communication. It ensures clarity, accuracy, and professionalism, reducing the likelihood of errors and misunderstandings.
What is PROOFREADING?
These types of hand and arm movements, often used to avoid crossing arms or closing off the body, help convey professionalism and a welcoming demeanor.
What is OPEN POSTURE?
Which sector of the Tourism industry employs more workers?
A) Accommodation and Lodging
B) Travel
C) Food & Beverage Service
D) Entertainment
Food & Beverage Service is responsible for 45% of the total Tourism workforce in Canada!