問題一覧
1
Why must an establishment not hare guest information on social media?
To avoid breaching confidentiality.
2
Which of the following is the best method of formally communicating with a potential customer?
Phone call.
3
Which of the following is a benefit of good communication in a hospitality establishment?
Reduced staff turnover.
4
Which one of the following is a barrier to effective communication?
The use of jargon.
5
Which of the following are external guests at a hotel establishment?
Delivery person and new guest.
6
Which one of the following is a principle of guest service?
Exceeding customer’s expectations.
7
Which of the following would best inform customers of a new restaurant’s levels of service?
Social media reviews.
8
A business provides good guest service. Which of the following describes the benefit this has on employees?
It will improve job satisfaction.
9
Which two of the following should a guest expect when eating in a chain restaurant? 1. Good level of service. 2. Value for money. 3. Greeted by the manager. 4. Food is silver served.
1 and 2.
10
Which of the following describes a guest issue that can occur in a restaurant of a large hotel?
A food item being under cooked.
11
A guest is complaining about the hotel’s service. Which of the following is a benefit to the team member who deals with the complaint effectively?
Enhanced business reputation.
12
Which of the following is the best method to use for gathering and recording guests feedback on their recent stay?
Gaining verbal opinions.
13
What is the first action to take when dealing with a party of guests who have arrived for dinner without a booking?
Check availability.
14
A restaurant that follows sustainable practices considers.
The environment.
15
Which of the following should a large hotel chain adopt to support the reduction of water usage?
Only change guest towels on request.
16
Which one of the following describes how a hotel can reduce its carbon footprint?
Replacing all light bulbs to LEDs.
17
What is the immediate advantage to a business of installing solar panels?
Provide a renewable energy source.
18
Which of the following prevents a small business from reducing its carbon footprint?
Purchasing seasonal ingredients.
19
Which one of the following activities will reduce waste left on customer’s plates?
Reviewing portion sizes.
20
Which one of the following best describes how a small restaurant can promote its sustainability?
Training staff champions.
21
In which of the following establishments is the sale of food and drink the main focus?
Restaurant.
22
Which of the following establishments would be the most suitable for entertaining new clients at a corporate business lunch?
Fine dining restaurant.
23
Which one of the following job roles would be responsible for making suggestions about wines to dinners in a luxury hotel?
The Sommelier.
24
A kitchen porter has been promoted to a breakfast chef in a small hotel. Which of the following is the most transferrable skill?
Guest service.
25
Which of the following is the next job role for a food service supervisor?
Front line manager.
26
What is the main reason for an establishment to protect staff rights?
To comply with legislation.
27
Which two of the following would be an outcome of non-compliance of regulations? 1. Equal opportunities. 2. Legal action. 3. Risk of closure. 4. Safer environment.
2 and 3.
28
What is the main purpose for an employer to carry out a risk assessment?
To evaluate all hazards.
29
Which one of the following I most likely to cause slips, trip and falls when serving in a restaurant?
Carrying a tray of drinks.
30
Which one of the following is the most likely consequence to staff working in a stressful environment?
Increased accidents.
31
What should be the first action to take in the event of discovering a gas leak?
Evacuate the building.
32
What is the best outcome for a business from a Christmas marketing campaign?
Increased sales.
33
What is the main outcome for a nosiness when providing staff training?
Increased staff efficiency.
34
Which one of the following describes how a business can reduce its fuel costs?
Purchase ready prepared commodities.
35
Which one of the following describes how a business monitors the departmental financial performance?
Checking against the budget.
36
Which of the following is the main benefit of water showing good product knowledge?
Promotes the safe of goods.
37
Which one of the following is part of the Health & Safety induction process?
Fire evacuation.
38
Which of the following is most likely to lead to customer satisfaction?
Staff working as a team.
39
Which one of the following best describes the importance to the business of having clear communication between reception and housekeeping?
They are able to inform each other when rooms are available for guests.
40
Which of the following is a form of technology that supports guest safety in a hotel?
CCTV cameras.
41
Which of the following is a responsibility of a receptionist when managing customer’s data in a booking system?
Keeping information confidential.
42
What is the best method for a business to confirm a late guest booking for afternoon tea?
Telephone.
43
When dealing with an angry customer it is best to
Talk in calm tone.
44
Why is the use of jargon considered barrier to effective communication with guests?
It will be difficult to understand.
45
Which two of the following are internal guests in a luxury hotel? 1. Supplier. 2. Concierge. 3. Kitchen porter. 4. New customer.
2 and 3.
46
Which one of the following would most likely exceed the expectations of a guest on a business trip?
Flexible breakfast times.
47
Which one of the following is most likely to lead to a retired couple returning to the same hotel regularly?
Past experiences.
48
Which of the following describes how good customer service can affect the business?
Increased reputation.
49
Which of the following describes the first thing a guest expects when arriving at a fine dining restaurant?
To be greeted by the host.
50
What action should be taken if on arrival a customer informs the hotel of a medical condition?
Enquire of additional support is needed.
51
What is the most likely benefit to a team member of dealing with a guest issue effectively?
Receiving a complement.
52
Which of the following is the best method for collecting guest feedback after their stay?
Ask for verbal feedback.
53
Which of the following describes the first thing to do when dealing with a customer who has lost a personal belonging?
Listen to the customer.
54
A business that considers the environmental impact when purchasing commodities and equipment is known as
Sustainable.
55
Which of the following is a sustainable practice in a hotel?
Change towels on request only.
56
Which of the following reduces the carbon footprint of the hotel when purchasing commodities?
Purchasing from only one supplier.
57
Which of the following is an advantage for a business adopting sustainable practices?
Improved staff morale.
58
Which one of the following is the main limitation to a business becoming fully ethical and sustainable?
Food prices.
59
What is the best method of recycling food waste?
Compost for future use.
60
Which of the following is an effective approach for a branded coffee chain wanting to become more sustainable?
Using a dedicated suppliers list.