Careers in hospitality
Who is responsible for planning weddings and large parties?
Event Planner
Give one example of professional appearance
Wearing a clean uniform, proper grooming, no strong fragrances, etc.
What are the four main types of communication?
Verbal, Nonverbal, Written, Visual
What does empathy mean?
Understanding and sharing someone else’s feelings.
A guest says their soup is cold.
Apologize, replace or reheat, follow up with guest
Which career manages daily restaurant operations and staff?
Restaurant Manager
Why is punctuality important in hospitality?
It shows reliability and respect for coworkers and guests; ensures smooth operations
Nodding while listening is an example of what type of communication?
Nonverbal communication
You find $20 on the floor. What’s the ethical action?
Turn it in to a supervisor/manager
Guest doesn’t understand menu
Explain clearly, offer suggestions.
A guest needs wine pairing advice. Which professional do they ask?
Sommelier
A cook is 20 minutes late every day. What problem does this create?
Causes delays, lowers team morale, may affect guest satisfaction
Why is active listening important in food service?
It shows respect, avoids mistakes, and improves guest satisfaction
A guest has a severe nut allergy. What is your responsibility?
Inform the kitchen, ensure proper labeling, prevent cross-contamination, and communicate clearly to guest
Coworker falling behind
Offer to help, communicate with team, stay professional.
Name two careers where strong communication is essential.
Server, Front Desk Agent, Event Planner, Manager, Chef,
What professional skill did a front desk agent use when staying calm with an angry guest?
Emotional control / staying professional under stress.
What’s a barrier to communication in a loud dining room?
Noise (environmental barrier)
How does showing empathy to a guest improve customer satisfaction?
Guests feel heard, valued, and are more likely to return.
Overcharged guest
Apologize, correct the bill, thank them for patience.
Explain why professionalism is important for an Executive Chef
Because they lead the kitchen, set the standard for professionalism, and represent the restaurant’s reputation
Explain how teamwork supports guest satisfaction
Teamwork ensures tasks are done efficiently, supports coworkers, and improves guest experiences.
Give an example of written communication in hospitality.
Menus, guest checks, schedules, reservation confirmations, signs, emails, etc.
A coworker is treated unfairly. How should you respond ethically?
Report the unfairness, support the coworker respectfully, and follow workplace policies.
Lost phone
Turn it in to the manager or lost & found immediately.