問題一覧
1
Which of the following establishments would be the most suitable for a family with young children?
Fast food restaurant.
2
Which of the following establishments would provide business services for guests?
Hotel
3
Which one of the following best describes the procedure a receptionist should follow when accepting a float to open a payment point?
Check the float, sign to confirm, place in the till.
4
Which of the following transferable skills are needed or a receptionist who is transferring to the housekeeping team of a large hotel?
Time keeping and honesty.
5
Which of the following is a suitable progression for a room attendant?
Supervisor.
6
Which one of the following is the main reason to comply with food safety legislation?
To keep customers safe.
7
Which of the following will be a result of complying with employment regulation?
Equal opportunities for all.
8
Which of the following benefits of risk assessment is the most relevant to an employee?
Safer working environment.
9
Which of the following describes a warning sign?
Black triangle, yellow background.
10
Which of the following is the greatest risk to guest safety whilst staying in a hotel bedroom?
Chemicals left in the room.
11
Which of the following is the first action for a staff member to take if they find an unconscious guest?
Phone the emergency services.
12
A burger bar wants to be more competitive and increase it revenue. Which one of the following should be offered to customers to increase income?
Buy one get one free on all adult meals.
13
Which two of the following would increase the operational efficiency of a small hotel? 1. Improve marketing. 2. Employ only local staff. 3. Use standard procedures. 4. Implement staff training.
3 and 4.
14
Which of the following will reduce the costs for a coffee shop, without losing regular customers?
Control the over production of food.
15
Which of the following is a way of monitoring the financial performance of a restaurant?
The food purchases against food sales.
16
How can the people skills of a water contribute to the success of a business?
By working well with others.
17
Which one of the following would be covered during a new staff members induction?
The company law.
18
Which one of the following will contribute to effective teamwork?
Honest communication.
19
Which two of the following methods of interaction will improve a hotel’s business success? 1. Clear information from the management. 2. A social media group for the reception staff. 3. Teams working independently. 4. Good communication between departments.
4 and 1.
20
How can a room booking system support a busy hotel?
Ensure no double bookings.
21
Which of the following is a main consequence for a large, branded hotel misusing customers digital information?
Loss of reputation.
22
What is the best method of communication to use to remind guests they have a dinner booking?
Over the telephone.
23
Which of the following is the most effective way to promote dishes on a written menu?
Use of descriptive language.
24
What is the first action a team member should take to overcome a communication problem with another team member?
Talk it through with the other person.
25
Which of the following are all internal guests to an establishment?
Commis chef, manager, concierge.
26
How does a member of staff display good guest service?
By being efficient.
27
Which one of the following in the most important factor to ensure guests return to an establishment?
Positive previous experience.
28
Which of the following describes the effect good service has on a guest?
They will tell others about it.
29
Which of the following would be provided for guests at a 5star hotel?
Increased security in place
30
Which one of the following is the first action that should be taken with an intoxicated guest requesting a drink?
Quietly refuse to serve them and ask them to leave.
31
Which of the following is a main benefit for a business dealing with a customer complaint effectively?
Enhanced reputation.
32
Which of the following are quick methods for collecting data on guest satisfaction levels.
Reviewing social media site and bookings.
33
What is the first action a receptionist should take when dealing with a guest who is verbally abusive?
Remain calm and assess the situation.
34
A hospitality establishment that defines itself as sustainable will
Always purchase locally where possible.
35
Which of the following would be the best practice for a large hotel to reduce its use of electricity?
Have all light switches on timers.
36
Which of the following describes how an establishment can reduce its carbon footprint?
Switching off any unused equipment.
37
What would be the main advantage to a business of replacing all lightbulbs to LEDs?
Reduce utility costs.
38
What would prevent an establishment from installing a sustainable air soured heating system under contract?
Maintenance requirements.
39
A hotel has set a target to reduce its food waste. Which of the following activities would have the most impact?
Good menu planning.
40
Which of the following is the main reason for a business to have sustainability champions?
To promote good practice.
41
Which of the following is most likely to offer leisure, conference and accommodation services?
Hotel.
42
Which of the following establishments would be the most suitable for holding a large wedding reception?
Conference centre.
43
Which of the following is the most senior role in the kitchen?
Sous chef
44
Which of the following are transferable skills required in a restaurant?
Planning and time keeping.
45
Which establishments are most likely to offer a split shift work rota?
Hotels and restaurants.
46
Which one of the following pieces of legislation covers the security of customer personal information?
Data protection.
47
Which one of the following describes a benefit to an independent coffee shop when complying with Food safety regulations?
Increase in reputation.
48
What is the result of employees failing to undertake health and safety training in a hospitality establishment?
Increased accidents.
49
Which one of the following is most likely to cause serious back injury in the workplace?
Lifting large objects without bending knees.
50
Which of the following should be considered a security risk in a hotel?
Unattended guest luggage.
51
After a fire alarm has been raised, what should be the next course of action?
Evacuate the building.
52
Which of the following is most likely to increase business revenue between the hours of 8pm and 10pm?
Upselling.
53
In a busy hotel, which of the following will help to provide the most efficient service?
Training of staff.
54
Which of the following is a fixed business cost?
Staff.
55
Which one of the following is used to monitor the financial performance of business?
A report on customer purchases.
56
Why is it important for a waiter to communicate effectively when explaining the menu to customers?
To help promote the dishes.
57
When should a new member of staff be told about the establishment’s health and safety procedures?
At staff induction.
58
Which two of the following factors make up a good team? 1. Members working well together. 2. Members not talking to each other. 3. A member working on their own. 4. Members are well organised.
4 and 1.
59
What are the best ways for the chef to ensure food service staff understand new menu dishes?
Briefing and tasting.
60
Which two of the following would a business expect to get from the use of an electronic point of sale system? 1. Number of customers served. 2. Amount of customer spend on beverages. 3. Number of glasses used. 4. Amount of salad items left in the fridge.
1 and 2.
61
Which one of the following is the main consequence to the business of losing a guest’s digital data?
Loss of customer confidence.
62
What is the best way to communicate with a customer complaining that their room is cold?
Face to face.
63
Which one of the following describes a benefit to the customer when staff effectively communicate to resolve an issue?
Increase in customer satisfaction.
64
What is the best way to communicate with a customer with a hearing impairment?
Written notes.
65
Which of the following is not an external guest?
Regional manager.
66
Which of the following is a principle of guest service in a hospitality establishment?
Being acknowledged and welcomed.
67
What is the best way for a restaurant chain to ensure good customer service across all its outlets?
Apply brand standards.
68
What effect will good guest service have on a business?
Repeat customers.
69
What should a guest checking into a luxury hotel expect?
To have luggage delivered to their room.
70
What is the first action to take when dealing with a noisy group of customers in the bar?
Remind them there are other guests.
71
What is the main benefit to business of effectively dealing with a guest issue?
Returning customers.
72
What is the best way to gather immediate comments on a customer’s meal?
Ask for verbal feedback.
73
What is the best action for a business to take if a letter of complaint arrives?
Send holding letter and investigate.
74
A hospitality organisation that takes a sustainable approach to supplier welfare focuses on
Fair trade.
75
Which of the following should a sustainable coffee shop purchase?
Wooden stirrers.
76
Which one of the following is the best way for a kitchen to reduce its carbon footprint?
Control the amount of stock held.
77
Which of the following is an advantage to a restaurant that has adopted sustainable practices?
Enhanced reputation.
78
Which one of the following is the main limitation to a business becoming fully ethical and sustainable?
Additional legal requirements.
79
Which one of the following best describes a way to minimise food preparation waste?
Reducing the menu size.
80
Which one of the following is a globally recognised term that indicates the supply of a product is ethical?
Fair trade.
81
Which of the following types of establishments offers room service, dining and bar facilities?
Hotel.
82
In which of the following establishments is a barista most likely to be employed?
Coffee shop.
83
Which one of the following staff members would check guests into a luxury hotel?
Receptionist.
84
Which of the following transferable skills are need when a receptionist joins the food and beverage team?
Reliability and neat appearance.
85
Which of the following best describes an employee who only works during the summer holidays?
Seasonal.
86
A disabled porter is applying for a new position in an organisation. Which one of the following pieces of legislation applies to the recruitment process?
Equality law.
87
Which one of the following is the best outcome for a business that complies fully with health and safety regulations?
Reduction of incidents.
88
What is the main purpose of an employer carrying out a risk assessment?
To create a better working atmosphere.
89
Which of the following safety hazards is the most common cause of accidents in the workplace?
Wet floors.
90
What is the most serious consequence for the business if a number of people suffer food poisoning at a wedding event?
Legal prosecution.
91
What is the correct procedure for a water to take if they find the storeroom on fire?
Raise the alarm and evacuate the building.
92
Which one of the following factors would lead to business profitability?
Increasing customer spend.
93
Which of the following is the main reason for a global business to use a standard operating procedure?
To maintain consistent performance.
94
Which of the following is a variable business cost?
Food stock.
95
Which one of the following is used to monitor a hotel’s finances?
Departmental performance analysis.
96
What is the main reason for a restaurant team member to gain good menu knowledge?
To be confident when taking orders.
97
Which of the following is covered at a receptionist’s induction?
Understanding the organisational structure.
98
Which one of the following ensures an experienced team gets through a busy period?
Clear roles.
99
What is the main impact to a hotel when all departments interact well?
It will improve business success.
100
Which of the following technologies is used to record customers food and beverage spend in a restaurant?
Electronic point of sales.