UTS PERSONALITY MRS ARIANA WITANINGRUM

Choose the false sentence below!

How to demonstrate courtesy is . . . . .

• Be polite by using the courteous phrases with the appropriate tone of expressions.

• Be of good manners. Being presentable, adhering to the grooming guidelines all the time.

• Be considerate. Putting ourselves into the shoes of the guests.

• Humble ourselves, treat our guests respectfully at all time, even when they are wrong.

Choose the false sentence below!

• Sincerity is the center of all the core values because we must demonstrate all the core values with sincerity.

• Put our needs as our first priority.

• A courteous person creates a good and lasting impression.

• Respect comes from an understanding that every person is unique and valuable.

Choose the right sentence below!

Demonstrate our respect to the guests . .

• Not discriminate our guests.

• Respect guests’culture, religion including guest’s behavior even their behavior is illegal.

• Respect guests’ wishes and always try to accommodate all their requests.

• All answer are correct.

Why a “Good Service” is so important to our Business....?

• Good Reputation, High profit.

• Guest’s Right & repeat guests.

• Staff And guest satisfaction.

• All answers are correct.

Some factors that will encourage a guest’s patronage . . . .

• Good service , good atmosphere, good reputation

• Quality – quality of food/drinks

• Prime location and parking facilities

• All answers are correct.

Some factors how to create a Good Service are . . . .

• Treating our customers with respect, making them feel recognized even we have no skill and knowledge.

• Treating our customers by skill-knowledge, positive attitude and team work.

• Efficient, be ready and always develop carrier.

• Build a good relationship to the guest

Choose the right sentence!

Key Point Handling the telephone . . .

• Pick up the telephone gently/ quietly

• Answer the telephone within 3 rings

• Ask permission when you put a caller on hold

• All answer are correct.

Choose the right sentence!

Preparation while we do an outside calls . . .

• Pick up the telephone gently/ quietly

• Answer the telephone within 3 rings

• Write down the main point/ questions

• All answer are correct.

What is Hospitality in our jobs?

• Natural host providing warm and caring service

• Is a warm, sincere, caring yet spontaneous service that comes from the heart

• How to treating our cusstomers with respect, making them feel recognized, anticipated and valued.

• All answer are correct

Hospitality consist of 5 core values on it

• Responsible, Respect, Sincere, Courtesy, Humality

• Respect, Courtesy, Responsible, Humality, helpfulness

• Respect, Courtesy, Helpfulness, Humality, Sincerity

• Responsible, Helpfulness, Respect,Courtesy, Humality