The manager of a hotel has set targets for staff to promote the business as having high standards when helping the customers with the products and services offered. The best way for the staff to meet those targets is to be:
A.
Hard working, polite and helpful to customers and always to go the extra mile
B.
Polite, meet targets no matter how long it takes and help customers accordingly
C.
Helpful, try and meet the customer’s requirements where possible
D.
Courteous to customers, offer cheaper options and sometimes meet targets
2.
If a hospitality team is to work together and be productive it must:
A.
Communicate clearly to colleagues, and sometimes help others with their work
B.
Talk to the managers clearly and help others when they have time
C.
Communicate clearly to all team members and work together when required
D.
Speak to the supervisor when something goes wrong and ask for help
3.
A team leader is responsible for setting up and completing a new project in the hotel. To make sure the project is completed on time and to a high standard, the team leader must:
A.
Select team members according to their strengths in the specific areas needed
B.
Select team members who always follow instructions because they will meet requirements
C.
Ask team members to volunteer for specific roles so that requirements will be met
D.
Ask management if it is possible to recruit new staff who are familiar with the requirements needed
4.
Two team members who have never been involved in events previously, have been offered bonuses if they will assist in organising a special event to be held in the hotel. The team leader must make sure that he:
A.
Fulfils his promise to give them some training and support before and during the event
B.
Negotiates with management to make sure that the bonuses offered are more than 10%
C.
Asks other colleagues for their support in monitoring the work of the staff members
D.
Remembers to add the names of the staff members concerned to the event rota
5.
The hotel manager has been looking at the monthly targets for each department in the hotel. He has identified a specific department that has not met its targets. He will need to:
A.
Speak to the department manager about the staff resources and targets at the end of the month
B.
Speak to the staff about why they have not been working hard enough to meet targets at the end of the shift
C.
Ask the supervisors to explain why they have spent too much money on stock and have not met targets that week
D.
Ask the department manager to attend a meeting that day to explain why the targets have not been met
6.
The best way to increase sales in a hospitality business is always to:
A.
Ask the customers if they would like to add other products or services when being served
B.
Suggest special offers to customers when being served to reduce their costs
C.
Tell the customers extra products can be added to the order at the same price
D.
Inform the customer to look at some of the other products and services when being served
E.
Ask the customers if they would like to add other products or services when being served
F.
Suggest special offers to customers when being served to reduce their costs
7.
A business that wants accurately to predict prices for a new menu will:
A.
Take the decision to dispense with current suppliers and find new sources
B.
Analyse competitor menus to produce the most cost effective new menu
C.
Analyse data collected on costs of staffing, commodities and energy
D.
Take the decision to reduce the number of temporary staff used
8.
The manager of a restaurant has been looking at the expenditure of the kitchen and has noticed a lot of wastage due to food being unfit for consumption. The best way to make the kitchen more profitable and efficient is to:
A.
Order less perishable food and order more frozen food
B.
Train the staff in stock rotation and correct storage conditions
C.
Ask the staff to complete a wastage log book each day
D.
Tell the staff to be more careful when preparing the food
E.
Order less perishable food and order more frozen food
F.
Train the staff in stock rotation and correct storage conditions
9.
All hospitality businesses must maintain standards of safety for its customers and staff. This means that management must make sure all staff know how to identify risks and keep everyone safe. This can be done by training:
A.
All staff in health and safety procedures
B.
Everyone in risk assessment procedures
C.
All managers in fire safety procedures
D.
Everyone in emergency procedures
10.
The best way to identify how many staff are required at weekends to meet service requirements is to look at the:
A.
Previous week’s takings and estimate the same staff requirements
B.
Weather for the last week period and use the same staff requirements
C.
Recorded staff data for the same time last year and use the same staff requirements
D.
Local news financial forecast for this year and estimate the same staff requirements
