A business guest on thier lunch hour arrives late, their main priority would be

to be given menu options that are quick to prepare

An example of a rostered task might include

setting up a conference room for meeting

The best example of e-business would include

the use of the internet to conduct business

Appropriate personal presentation standards required in the industry include

Minimal make up, trimmed nails and clean uniform

The benefits of writing an employee policy and procedures manual includes

all staff can be made aware of the contents at induction

Teamwork is a group of people working together to achieve a common goal, an example could be

The staff on shift setting up a function room

Which of the following is NOT an example of a routine task?

escorting a VIP to their rooftop function

The increase in the use of technology in the workplace is a concern in terms of

the need for more training of staff

encourage people to start a conversation

An example of a front of house staff members' line of communication for reporting would include

Waiter reporting to their supervisor

The main benefit of time and task management includes

the increase in effectiveness, efficiency or productivity

A main benefit of maintaining 'industry currency' includes

improving professional knowledge

An example of a non-routine task could include

Dusting the shelves in the restaurant

An example of informal feedback includes

a general discussion with a guest

Workplace policies and procedures can reflect sustainability through

the use of energy efficient light bulbs

Trade unions are groups of people working in the same industry who come together to

represent employees and discuss working conditions

studbud

Working in the Hospitality Industry and Workplace Part II - NSW HSC Syllabus

25 termsStudBud Administration133 plays

More on how to work in the Hospitality Industry

Flashcards25 cardsFPractice quizPHost liveL

Questions 25

Answers

1
Another name for non-verbal communication is
Written language
Verbal language
Body language
Questioning
2
A business guest on thier lunch hour arrives late, their main priority would be
to be given time to talk with their colleagues
to be seated quickly and given a drink
the ability to pay with PayPass
to be given menu options that are quick to prepare
3
Conflict between yourself and a guest can be recognised by which non-verbal communication cue
Smiling at you
Yelling at you
Frowning at you
Pushing you
4
An example of a rostered task might include
presenting the bill to a customer
placing the weekly stores order with the supplier
setting up a conference room for meeting
cleaning drawers in a workstation
5
The best example of e-business would include
'liking' a post
linking to your personal facebook page
posting pictures of your meal to Instagram
the use of the internet to conduct business
6
Appropriate personal presentation standards required in the industry include
Clean hands, jewellery and nailpolish
Clean hair, jewellery and scuffed shoes
Clean clothes, strong perfume and hair tied back
Minimal make up, trimmed nails and clean uniform
7
The benefits of teamwork include
Reduced wage costs as staff is retained
Every member feels they are important
Better morale in the work group
All of the above
8
The benefits of writing an employee policy and procedures manual includes
staff feel like they are not working well
its better than being shown 'on the job'
the PCBU knows they have let their staff how to do their job
all staff can be made aware of the contents at induction
9
Teamwork is a group of people working together to achieve a common goal, an example could be
The staff on shift setting up a function room
A porter delivering a bag to a guest room
The stores manager ordering from a reputable supplier
A receptionist answering a call from a customer
10
Tolerance in the workplace is required to improve
Length of the shift
Prejudices
Orders
Teamwork
11
Which of the following is NOT an example of a routine task?
serving drinks to a customer
setting up the restaurant
escorting a VIP to their rooftop function
welcoming and seating guests
12
Conflict Management when dealing with guests follows which procedure?
Work Health and Safety
Complaint handling
Anti Discrimination
Privacy
13
The increase in the use of technology in the workplace is a concern in terms of
the time it takes to use
the limited set up costs
the need for more training of staff
the ability to communicate with staff
14
Open questions
encourage people to start a conversation
invite a limited response, such as yes or no
are good for obtaining quick feedback
are the best questions for staff to ask in most situations
15
Appropriate PPE for a waiter includes
Face mask and apron
Ear and eye protection
Gloves and enclosed footwear
Apron and enclosed footwear
16
Personal attributes valued by a PCBU in the Hospitality Industry include
All of the above
Self directed and wilful
Honesty and loyalty
Inappropriate ethical behviours
17
An example of a front of house staff members' line of communication for reporting would include
Front Office Manager to the Front Office Supervisor
Barman giving feedback to their colleague
Housekeeper giving feedback to their colleague
Waiter reporting to their supervisor
18
The main benefit of time and task management includes
guests need to wait longer to be served
staff get to finish their shift on time
the increase in effectiveness, efficiency or productivity
the PCBU can hire more staff
19
A main benefit of maintaining 'industry currency' includes
you are not left behind your collegues
more guests will eat in your restaurant
improving professional knowledge
more staff will want to work for you
20
Ways to accommodate cultural differences include
All of the above
Employing staff from a range of cultural backgrounds
Educating staff
Using a range of communication media
21
An example of a non-routine task could include
Dusting the shelves in the restaurant
Polishing cutlery
Replacing the receiver on the phone to end the call
Taking guest to their room, on arrival
22
An example of informal feedback includes
results of a written questionnaire
a general discussion with a guest
a complaint letter
discussions in staff meetings
23
A person who is confident, with a forceful personality is
Misdirected
Assertive
Submissive
Aggressive
24
Workplace policies and procedures can reflect sustainability through
leaving the pilot lights on the gas cook tops overnight
disposing of cooking oils in the sink
the use of energy efficient light bulbs
washing guest towels daily
25
Trade unions are groups of people working in the same industry who come together to
discuss function details
discuss kitchen operations with the Head Chef
represent employers and discuss working conditions
represent employees and discuss working conditions

Working in the Hospitality Industry and Workplace Part II - NSW HSC Syllabus Flashcards | StudBud