Communication and Hospitality Industry free essay sample

Treat others as they would like to be treated is the: PLATINUM RULE 13. What are you doing when you are searching for â€Å"service excellence clues† with your guest? Showing the Spirit, Reading the Guest, Paying attention 14. To remember the six principles of the Spirit of Hospitality, start by remembering the correct acronym below: Seek, Place, Ignore, Reach, Invest, Team 15. Does happiness at work really matter in the long run? TRUE 16. The following are characteristics of happy people: Are self controlled, Have respectful jobs, Are grateful 17. What is the one word that we use or should use a dozen of times a day or more? THANK YOU 18. Based on the â€Å"a ha† Moment in this session please complete the sentences. 211 degrees water is _______ and at 212 degrees water ________. And, its that one extra degree that makes all the ________________. Hot, boils, difference 19. â€Å"a ha! † stands for â€Å"amazing hospitality attitude†Ã‚   TRUE 20. Exemplary means Setting example, worth of imitation and/or a model of behavior 21. How might a hospitality professional show courtesy to his or her guests? Greet guests warmly with a smile. Maintain eye contact when talking with speaking with a guest. 22. How can you best acquire xceptional service skills and knowledge in the hospitality industry? Education, EXPERIENCE, Skill Training 23. A guest calls the front desk to ask what sorts of activities are taking place at the property. How can you reach out in response and show service with SPIRIT? Give them a brief description of the activities for that week or day and send a schedule of events to their room as soon as possible. CHOOSE YOUR ATTITUDE 1. A positive person believes there is no choice about how they do their work. FALSE 2. As a supervisor you are required to conduct daily shift meetings. Today, you have to let your team know of some bad comment cards from last night’s dinner crowd. You are pretty upset with the comments and have been in a bad mood all day. It is important that you tell your team what guests are saying but it is even more important to keep their spirits high. What can you say to keep your attitude positive and your team motivated? Tonight, we can and we will demonstrate excellent service! Who’s with me? Let’s do this! Let’s show our guests that we care! 3. Positive people believe that their attitude determines their results each day? TRUE 4. There is ______________ a choice about the way you do your work, even if there is not a choice about the ___________ itself. Always, work 5. Your attitude determines your: ALTITUDE 6. Life is ______ what happens to you and _______ how you react to it. 10% and 90% 7. Positive attitudes separate the best from the rest. TRUE 8. The ability to see the bigger picture or end result eliminates obstacles and focuses your energy. TRUE 9. Which statement or statements below would be made by a leader with a positive attitude: â€Å"It was my fault we ran out of wine – I will drive out to the warehouse to get more immediately. I know you can manage the restaurant without me for a few hours just fine. â€Å"I would love to do that. † â€Å"We’ve worked hard to try and find another option but have not been successful so far. Let’s try again in a month’s time, sometimes circumstances change. † â€Å"It may sound impossible, but let’s see what we can do. † 10. What is considered a good way to make a commitment to a positive attitude? Be responsible for your own actions and reactions. 11. Tell yourself you did great when you did something praiseworthy is a good method to ___________. Improve your attitude 12. Leaders don’t need to compete- they automatically earn respect by demonstrating an A+ attitude. TRUE 13. What was the title of this session’s â€Å"a ha! † Moment Secrets of the World Class CHARACTER 1. Successful people get ahead by doing the jobs that no one else wants to do. TRUE 2. Character is our personal motivation to do what is right, both inside and out. TRUE 3. People are born with either good character or bad character. FALSE 4. Your character is shown in ways that you deal with trail and adversity. TRUE 5. History is made at night, character is what you are in the _________ DARK 6. Someone who is motivated to learn something new every day is demonstrating which of the following positive character traits? INITIATIVE 7. Which is not a way to demonstrate responsibility? BE AGRESSIVE 8. What are two ways to build character? Have a standard to follow and a will to follow it. 9. Character is not a choice? FALSE 10. Trustworthy employees are people who: Tell the truth all the time even if there are some negative consequences to themselves and their coworkers, Can be counted on to do what they say they will do. 11. Responsible people: *   Keep on trying to accomplish goals even if they find them difficult at first. Try to do their best at all times. * Think before they act, taking into account the consequences of what they are about to do. * Accept the blame for things that go wrong if they caused them or were somehow involved directly or through association. 12. Mahmoud is a Muslim who grew up in India and works in housekeeping at a hotel. He misunderstood his super visor who told him to take a towel to a female guest in room 24 and instead he took soap. When he returns to housekeeping to get the towel he is upset and his supervisor says something to him. Of the following statements, which would be the most respectful esponse (or responses) that the supervisor could make to Mahmoud? I understand you are upset about your mistake, but this may happen until your English gets better over time, so you just need to go and apologize to the guest, give her the towel, and let’s just make sure we check your understanding in future, OK? Communication 1. Words hold the same meanings even if we are from different cultures and have different experiences and perceptions. FALSE 2. Successful communication can occur if one person is doing all the talking. FALSE 3. Which of the following pertain to visual communication? Physical posture 4. Vocal communication makes up _________% of the communication process. 38% 5. Visual communication makes up _________% of the communication process. 55% 6. Verbal communication makes up ________% of the communication process. 7% 7. The definition of communication is the flow of information that one person or persons wants to give another person or persons FALSE 8. One of the myths of communication is that we communicate only when we want to communicate. One of the myths of communication is that we communicate only when we want to communicate. TRUE 9. Of the following statements, which one or which ones are considered to be roadblocks to communication:   We make comparisons between people rather than treating them as individuals. We tend to like only those people who are similar to ourselves. We believe that certain cultural groups or people from specific countries behave the same way. We judge people based on the kind of day we are having as they must be having the same kind of day if they are in the same environment as we are. 10. We believe what a person says, not how he or she says it. FALSE 11. Which element of communication delivers the MOST information to the listener? VISUAL 12. Steve is a front desk operator and is standing with his arms crossed, leaning against the counter when a guest approaches. He has not said a word, so he has not yet communicated with the guest. FALSE 13. What are the two most powerful forms of nonverbal communication? A. Facial expressions and gestures| | B. Posture| 14. Each of us responds to ______________ of non verbal messages daily? THOUSANDS 15. Public Speaking ranks low on the list of situations that people fear most. FALSE 16. Technology has made communication easier but does not make us communicate better. TRUE COOPERATION . Simply stated, it is ________me and _______we. Less, more 2. When you think of cooperation we should think of the words: Assist,   Collaborate, Contribute, Give and take 3. Cooperation is not considered by industry an essential work ethic. FALSE 4. What are the two forms of conflict? Substantive, Personalized 5. In the session, cooperation is related to driving a highway. TRUE 6. Which of th e following is not a way to be a cooperative person: Keep ideas for yourself so you can gain the credit and earn the accolades 7. The IDEA Method stands for: Identify, Design, Examine, Assess 8. Part of being an excellent leader is the ability to cooperate with coworkers and to create cooperative solutions to possible problems. TRUE 9. The hospitality industry is often unpredictable, so having a leader spend time developing crisis management skills is a waste of time as there are too many different things that can go wrong. FALSE 10. A leader should treat all employees the same way because if they explore individual wants and needs then they have to treat each employee slightly differently and a good leader knows that everyone should be treated exactly the same regardless of their differences FALSE 11. Forming relationships with your supervisors and co-workers will improve your ability to work with them. How can you learn to relate to others in the workplace? Show respect, support and accept individual differences. TIME MANAGEMENT 1. Quality work attendance is a habit rather than a gift and one must work hard to acquire and maintain it. TRUE 2. Employee absenteeism and tardiness does not cause guest service to drop, only productivity. FALSE 3. In order to ensure success, you should set achievable goals rather than goals that you feel are unachievable or will set you up for failure. TRUE 4. Having consistent good attendance can help you do what? * Do better * Gain promotions * Achieve greater results * Become a leader 5. In terms of attendance, to simply be in the upper half of your team, 50%. You must simply: SHOW UP 6. In terms of attendance, to simply be in the upper half of your team, 30% you must simply: SHOW UP ON TIME 7. In terms of attendance, to simply be in the upper half of your team, 20% you must simply: SHOW UP ON TIME AND READY TO GO 8. We should only manage time and not ourselves. FALSE 9. What is the ironic reason why most people do not plan their day? THEY ARE TOO BUSY 10. ___________ lists can help you keep track of the daily little task details you might otherwise miss or overlook. GET TO DO 11. Good attendance is one indicator of employee reliability. TRUE 12. How can you improve your time management skills? * Memorize and understand your weekly schedule. * Make attendance and time management a priority. * Use techniques to help you rise and be ready to go each morning. 13. Read the following scenario. Graham comes to work 3 hours late. He called in ahead of time and left a message for his supervisor he would be late because he had to take his son to the doctor. When he sees his supervisor and the rest of the team he says to the supervisor: â€Å"I am so sorry for being late, thanks for understanding and covering for me. † As he walks to his desk he says hello to his coworkers then sits down and starts working. Which rules did Graham break? A. Call in advance when you know you are going to be late. | | B. Provide a reason for being late. | | C. Apologize to your boss and coworkers for being late. | | D. Thank your team members for covering for you. | | E. Offer to make up the lost time. | | | APPEARNCE AND ETIQUETTE 1. First impressions are only formed in a face to face encounter with a guest or client. FALSE 2. How is it that you can wear nice clothes, be cleaned and groomed, and yet still convey a negative first impression to your customers or clients? Because your body language conveys as much as or more than your appearance Because your customers aren’t looking at just your appearance but also listening to what you say. 3. Several years ago, Fortune 500 companies from the hospitality sector spent millions of dollars on a survey asking their customers, â€Å"What is the number one item you seek when you come to our business†. What was the result of their survey? What was the #1 item that customers looked for across many different hospitality businesses? CLEANLINESS 4. How many seconds does it take for someone to form an impression of you? 4 5. Have you heard of the term Mise en place? It is a French phrase defined by the Culinary Institute of America as: EVERYTHING IN PLACE 6. I am responsible for my own appearance and the image I project to customers, but I am not responsible for the image that my office or store projects to customers. FALSE 7. The first step to making a good first impression is your appearance. TRUE 8. Appearance is not a form of communication. FALSE