The Ideal Tourism and Hospitality Behavior

1. What does consistent eye contact during a guest interaction usually convey?

• Disrespect

• Confidence and attentiveness

• Nervousness

• Indifference

A front desk agent stands upright, smiles, and greets the guest warmly. This is an example of:

• Poor posture

• Passive communication

• Professional body language

• Defensive behavior

Which of the following is considered a basic social grace in hospitality?

• Ignoring customer complaints

• Rolling your eyes subtly

• Greeting guests politely upon arrival

• Multitasking while a guest is speaking

Crossed arms and minimal facial expression may suggest:

• Openness and trust

• Interest and enthusiasm

• Discomfort or defensiveness

• Respect and professionalism

Which gesture is most likely to leave a positive impression on a guest?

• Avoiding eye contact

• Using a calm tone and open hand gestures

• Pointing fingers while talking

• Speaking with your back turned to the guest