Working effectively with others

Question 1

Customer needs & expectations

Answer 1

Customer care is an essential part of any hospitality business. When the needs of customers are met through high standards of customer care they return. … When their needs are not met and they experience poor service they do not return and this means loss of business and less profit.

Question 2

Guest with special needs

Answer 2

Offer your help before the guest is being asked for help. Treat them with special care and attention and deal with a soft and clear tone. Adjust yourself according to their pace. Provide them with a comfortable and suitable seating arrangement and make the area as functional

Question 3

Communication - verbal, non-verbal and written

Answer 3

Verbal communication refers to our use of words while nonverbal communication refers to communication that occurs through means other than words, such as body language, gestures, and silence. Both verbal and nonverbal communication can be spoken and written.

Question 4

Barriers to effective communication

Answer 4

There are five key barriers that can occur within a company: language, cultural diversity, gender differences, status differences and physical separation. These barriers to communication are specific items that can distort or prevent communication within an organization.

Question 5

Teams and teamwork

Answer 5

Teamwork means that people will try to cooperate, using their individual skills and providing constructive feedback, despite any personal conflict between individuals.” … It plays a vital role in the hospitality industry without the effective teamwork no work can be successful.

Question 6

Conflict resolution

Answer 6

Many staff disputes can be solved by simply listening and talking to those concerned. Giving your employees the time and space to express their problems can often be enough. However, it also requires you to be confident of your own negotiating and problem-solving skills.

Question 7

Sustainability

Answer 7

Sustainable hotels are businesses that significantly reduce their environmental impact through green best-practices in maintenance, services, logistics, products, and supplies. The core elements revolve around reducing waste, saving energy, and cutting down on water usage.