Important Fajar Secondary School exam Flashcards
Why is it important to cross present merchandise?
To encourage customers to buy more.
What is the term for ‘Hospitality’?
Hospitality refers to the warm and friendly way in which a host receives his guest.
What is a store layout?
It divides the store floor space carefully into different areas of categories. Each area selling a specific range of products.
What is a store design?
It is based on the theme for the design of the store.
What is the purpose of promotion?
To influence the attitudes and behaviour of target customers so that they will buy the products.
What are some of the promotion techniques?
Sales promotion, Personal selling, Direct marketing and Public relations.
What are some pricing techniques?
Odd-even pricing, Product-bundle pricing, Product-line pricing, Optional-product pricing and Promotional pricing.
What are some methods of market survey?
Telephone survey, Internet survey, Postal survey and Personal survey.
Name some front-of-the-house job.
Valet, bellhop, receptionist, conceirge.
Name some back-of-the-house job.
Chambermaid, Security officer, Human resource manager, Chef.
Name some of the internal communication.
Housekeeping staff, Security officer.
Name some of the external communication.
Hotel guests, taxi drivers.
State 3 factors to consider when choosing a location.
- Whether it is centrally located
- Volume of human traffic
- Whether it is easily accessible to public transport.
Name some ways of displaying data collected from a survey.
Pie Chart, Bar Chart and Line Chart
State 3 factors that must be considered when planning itineraries.
- Timing
- Routing
- Suppliers
Identify 3 pieces of information you will need from the customers before planning the itineraries for them.
- Time of arrival/departure
- Attractions to visit
- Number of days for the four.
What are the differences between resort and a hostel?
Resort is located near the theme park but not hostel. Hostel is dormitory style but resort is not.
What do concierge do?
Concierge is someone who helps hotel guests with their special requests during their stay.
What do accountant do?
Accountant helps to take care of the hotel’s finances.
What do the wait staff do?
Wait Staff attends to the guest needs in the restaurant.
What does bell staff do?
Bell Staff helps to carry the guests luggage to their hotel rooms.
What does the receptionist do?
Receptionist helps to check-in the guests in the hotel.
What is communication?
A process by which a (sender) conveys a message to another person (receiver).
Describe 3 ways to show the hotel guests that you are listening to them.
- Maintain eye contact
- Nod the head to acknowledge what they said
- Ask questions or take down notes
Why do we have to communicate clearly to hotel guests and colleagues?
Guests and colleagues have to understand the message you want them to know. It can also prevent miscommunication that can lead them to misunderstanding.
Explain 2 benefits of providing good customer service to customers.
- Gives good image of the business
2. Make customers happy and satisfied.
Describe how you would handle the customer’s complaint.
Apologies to the hotel guest.
Show that you understand the inconvenience that the guest is going through.
Assure the guest that the hotel is preparing another room for him/her and seek his/her patience.
