week 4 quiz!

week 4 quiz!

Adaptation, a survival tactic for animals great and small... and hospitality staff. . Last week we talked about the importance of paying attention to our body language. It is equally important to pay attention to our guest’s nonverbal behavior and cues.

published on September 28, 2016
1/5

what is a non-verbal cue?

what is a non-verbal cue?
a long line to wait in.
mannerisms and posture people show that indicate their mood or thoughts
without them having to voice it.
someone showing you what to do instead of telling you what to do.
2/5

a positive non- verbal cue would be?

a positive non- verbal cue would be?
Hint: 2 choices
crossed arms
no direct eye contact
smiling
direct eyecontact
3/5

a negative non- verbal cue would be?

a negative non- verbal cue would be?
open posture
rolling eyes
smiling
eye contact
4/5

As an employee it is our responsibility to identify with and adapt to our guest's pace and attitude. Why is this important?

As an employee it is our responsibility to identify with and adapt to our guest's pace and attitude. Why is this important?
People like what they like- so we should be what they like.
People trust more easily when they can identify with the people they are
dealing with, and tend to be more understanding when they feel like the
people the...
We need to pretend to care so that the guest doesn't complain to
management and get us fired.
5/5

Do our non- verbal cues influence our guest's experience in our hotel?

Do our non- verbal cues influence our guest's experience in our hotel?
yes
no
only if the guest is already upset.