True Hospitality
Quiz
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Other
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Professional Development
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Hard

Iwan Setiady
Used 25+ times
FREE Resource
9 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
20 sec • 1 pt
True Hospitality is about making everyone feel welcome and cared for, recognized and respected, whoever and wherever they are in the world.
True Hospitality is our .....
InterContinental Brand Promise
IHG Brand Promise
2.
FILL IN THE BLANK QUESTION
1 min • 1 pt
Approaching each day with positivity and enthusiasm, which means about being caring, wanting to make a positive difference and building genuine connection with guests and colleagues. This is True ____________
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
True ___________ is focusing on what your guest is saying and picking up body language that is often overlooked and understanding what the guest wants and needs.
Attitude
Responsiveness
Listening
Confidence
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Having the knowledge and skills to perform your role and giving guest the assurance that you are able to help and support them during their stay is a true ___________
confidence
attitude
responsiveness
listening
5.
MULTIPLE SELECT QUESTION
1 min • 1 pt
When we greet our guests and would like to show our friendliness and enthusiasm, we have 10-5 Rule. What is it? Choose 2
10 rule means when the guest is 10 meters away from you, make eye contact and smile
10 rule means when the guest is 10 steps away from you, make eye contact and smile
5 rule means when the guest is 5 steps away, verbally greet the guest warmly
5 rule means when the guest is 5 meters away, greet them verbally.
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Below are the things that we need to do and to understand True Confidence. Except?
Believe in yourself
Knowing your role and responsibility, also how to do it
Well Prepared
Being Friendly
7.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
How do you show to the guest that you recognize the facts, feeling and intention during the conversation? Choose all that you think are true to you.
Listen carefully and re-state the key points
Clarify if you do not understand, do not assume
Read non-verbal cues to find out guest feeling
Being empathetic and say that you recognize their feeling
Find out reason behind the guest request, decision, needs and wants
8.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"Certainly Mr. James, I will be happy to assist you. I'll call Housekeeping Attendant to come to your room within 15 minutes to deliver the extra towels you need."
Is this a response or resolution?
Response
Resolution
Neither response or resolution
9.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"The waiter inform the guest about the information that the guest requested."
Is this a response or a resolution?
Resolution
Response
Neither response or resolution
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