A group term used for credit, debit, and cash cards used for all types of financial transactions.
What is payment cards
100
During the Pre-Arrival stage guests ________________.
What is collect and handle cash payment
100
Give one example of a financial transaction that involves sensitive information.
1. Accepting payment, deposit, or prepayment
2. Collecting overdue payments
3. Declining of a credit card
100
Employees should learn to _____________ the guest by their behavior because it will help determine what a guest wants or needs.
Read
100
What are some tips for written communication
1. Use correct grammar
2. Be brief and to the point
3. Write for easy reading
4. Provide accurate information
5. Keep record of what is said & done
6. Send to those who need to be involved
200
The emotional connection that an employee feels for his or her job, that causes him or her to perform the job to the highest standard
What is Emotional Engagement
200
During the arrival stage guests ___________.
What is process payment cards
200
Provide at least one example of how you can encourage repeat visits to a hotel:
1. loyalty programs
2. repeat stays
3. spend their entire visit on the property
4. encourage guests to send family and friends to stay at the property.
200
A guest may be communicating with their words and their ___________.
What is behavior
200
When communicating verbally you should:
1. Know your audience (who are you speaking to)
2. Listen first, speak second
3. Ask questions for clarification
4. Repeat facts
5. Stay focused on the topic
6. Be respectful
7. Avoid slang or jargon
300
A persons information that is confidential and not available to the public.
What is sensitive informatioin
300
During the occupancy stage employees will _____________.
What is credit payment to the right department.
300
Describe the 2nd stage of the employee emotional engagement cycle.
Gets the job - has learned the very basics about the company
300
Thinking before you speak will help you decide:
1. What to say
2. How to say it
3. When to say it
4. Who to involve in the conversation
5. Control your non-verbal and body language
300
When communicating nonverbally you should:
1. Speak without words
2. Use eye contact
3. Use touch carefully
4. Body language shows R.A.V.E
5. Never invade a person's personal space
400
The device or location where sale or financial transaction occurs
What is point of sale (POS)
400
During the Departure stage employees will ______________.
What is report payments received.
400
Describe the last stage of the employee engagement cycle.
Cares about the job - has become emotionally invested in the company.
400
What are the three methods of communication
What is written, verbal, nonverbal
400
Vocal quality contributes to __________ percent of what is communicated nonverbally.
What is 7%
500
This term is used for a crime in which an imposter obtains key pieces of personal information, such as Social Security or Driver's license numbers, in order to impersonate someone else.
What is identity theft
500
Provide at least one example of the type sensitive information that needs to be protected:
1. Guest name
2. Credit & debit card number
3. Bank account information
4. Guest hotel and guestroom number.
500
Body language constitutes ________ of what is communicated nonverbally.
What is 55%
500
Nonverbal communication constitutes _________ percent of what others understand when you communicate.