Body Language
True or False
Your body language doesn't matter as long as your verbal communication is proper and friendly.
FALSE
Actions can speak louder than words! People can get a "read" on you from your body language even before you open your mouth.
True or False:
It is possible to wear too much perfume or cologne.
TRUE
Wearing too much of either can result in too strong of a smell, even though it is meant to be a good smell.
True of False
The appropriate tone of voice for a hospitality service encounter may vary with the setting, circumstances, and nature of the service rendered.
TRUE
You tone of voice at an active, pet boarding centre will likely vary from a fine dining restaurant.
A term which includes both calming a guest down and working to find a solution to their issue is called _________________.
A) De-escalation
B) Problem solving
C) Entertaining
A) De-escalation
When taking a booking over the phone, if you don't understand something a guest says, the best thing to do is:
A) Take your best guess
B) Ask a colleague or your supervisor for help
C) Politely ask the guest to repeat him/herself
C) Politely ask the guest to repeat him/herself
Body language is when our thoughts and feelings are silently shown by our ___________ & ___________.
A) Actions & Posture
B) Sounds & Words
C) Work & Time
A) Actions & Posture
Teeth should be brushed:
a) Night only
b) Morning only
c) Night and morning, and even after eating a strong-smelling food.
c) Night and morning, and even after eating a strong-smelling food.
Verbal skills can be interpreted in two ways. What is said and__________________.
a) Who you say it to
b) How it is said
c) How many times you say it
b) How it is said
The first step when a guest advises they are unhappy is:
A) Get the manager
B) Avoid the guest
C) Apologize to the guest
C) Apologize to the guest
What is an appropriate time to arrive to your place of work?
A) Right at the exact time
B) 10 minutes before your shift starts
C) 30 minutes before your shift starts
B) 10 minutes before your shift starts
Fidgeting, finger picking, playing with your hair, etc. can all send signs of being nervous and __________.
A) Helpful
B) Unconfident
C) Excited
B) Unconfident
If no set uniform, your work clothing should be:
a) Clean with no holes or tears
b) Stain and mark free without being wrinkled
c) Without inappropriate images/text
d) All of the above
d) All of the above
If you're unsure if something is acceptable, ask your supervisor!
Say "good evening" both with a genuine, caring manner, and then with a negative, unpleasant manner.
(Teacher judges if done correctly)
The second step when a guest advises you they are unhappy is:
A) Apologize
B) Reassure the guest this is not a usual occurrence
C) Give them something for free
B) Reassure the guest this is not a usual occurrence
If a guest becomes extremely rude or offensive, the best thing to do is ________________.
a) return with snappy comebacks
b) stay calm and get your manager/supervisor
c) yell at the guest until they cry
b) stay calm and get your manager/supervisor
Slouched posture (whether sitting or standing) can give the impression to others that:
a) you're tired and/or bored
b) you're in deep thought
c) you're welcoming and approachable
a) you're tired and/or bored
Choose the best answer
Fingernails should:
a) Not be worried about
b) Be an appropriate length for your job and free from dirt and/or grime underneath
c) Always be painted a bright colour
b) Be an appropriate length for your job and free from dirt and/or grime underneath
The best tone of voice is a friendly one. Therefore, always put _________________ into your voice.
a) volume
b) a smile
c) sarcasm
b) a smile
When on a phone call with a guest and he/she becomes angry with something the company did wrong, you should:
a) apologize and make an excuse as to why the mistake happened, and provide a solution
b) put the guest on hold and wait until they hang up
c) apologize, reassure them this is not normal practices for the company, and provide a solution
c) apologize, reassure them this is not normal practices for the company, and provide a solution
You're having a bad day. When at work you should:
a) vent to the customer and your co-workers about all your troubles
b) only vent to your co-workers about all your troubles and get them to do some of your work
c) leave your problems out of your work and keep that hospitable smile. Pick up your problems again when you leave work.
c) leave your problems out of your work and keep that hospitable smile. Pick up your problems again when you leave work.
"Your smile is part of your ____________!"
A) Job
B) Habit
C) Uniform
C) Uniform
Your work clothing/uniform is considered appropriately clean for work when:
a) It has been washed and hung/folded neatly prior to wearing for work.
b) It has been washed and lying in a pile on the floor prior to wearing for work.
c) After washing it has only been worn once prior to wearing again for work.
a) It has been washed and hung/folded neatly prior to wearing for work.
Tone of voice also includes the ______________ placed on a particular word within a sentence. For example, "What are YOU doing here?"
a) question
b) hand gestures
c) emphasis
c) emphasis
You're a server at a restaurant and the guest complains about their meal. You should:
a) apologize and immediately tell them it's for free
b) apologize and listen to what is wrong, then offer to fix it. If the guest is still upset after it's fixed, then consult your manager
c) tell them there are starving children in the world and they should just be satisfied
b) apologize and listen to what is wrong, then offer to fix it. If the guest is still upset after it's fixed, then consult your manager
If you think you're going to be late to work, the best thing to do is:
a) not show up since you'll be late anyway
b) call your manager/supervisor, immediately apologize, arrive as soon as you can, and actively plan better for next time
c) call your manager/supervisor, immediately apologize, arrive as soon as you can, and just hope you're on time next time
b) call your manager/supervisor, immediately apologize, arrive as soon as you can, and actively plan better for next time