1) What are the four essential characteristics of hospitality professionals? a) technical skills, speed, politeness, and knowledge b) organization, strength, flexibility, and confidence c) empathy, friendliness, patience, and attentiveness 2) How does friendliness contribute to customer service? a) It makes employees work faster. b) It helps guests feel appreciated and welcome. c) It helps employees avoid small talk with guests. 3) What is an example of demonstrating empathy and friendliness? a) ignoring a guest’s complaint until a manager arrives b) speaking quickly to finish the conversation c) greeting guests warmly and using polite language 4) How should a receptionist respond to a guest who is upset about their room not being ready? a) apologize sincerely and offer a solution b) ignore the complaint and keep working c) explain that it is not their responsibility 5) How can a server handle a demanding restaurant guest? a) ask the guest to leave if they complain too much b) remain polite and try to give the guest what they want c) ignore their requests and leave the food as it is 6) What does attentiveness mean in customer service? a) noticing and responding to guest needs before they ask b) focusing only on guests who ask for help c) waiting for the manager to solve guest problems 7) How can a housekeeper show attentiveness? a) waiting for a guest to call and ask for more supplies b) only replacing items that are completely empty c) replenishing toiletries before a guest asks for them 8) What is an example of a concierge being attentive? a) waiting for guests to ask about local attractions b) directing guests to another employee for help c) approaching a family with a map and offering recommendations 9) How does excellent customer service benefit hotels and restaurants? a) It increases guest satisfaction and improves ratings and reputation. b) It reduces the need for training staff. c) It allows businesses to charge higher prices. 10) Why is active listening important in hospitality? a) It helps avoid eye contact. b) It allows staff to work faster. c) It shows guests that you are engaged and care.

Comprehension_Customer Relations

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