Flashcards
Written Assessment
Flashcards do conjunto (15)
- 11. What damage can cause a business conflict?1. Wrong behaviour from customer towards employee - could get a warning.
2. Manager taking advantage of others - Unfairness.
3. Cause uneasiness by discussing morals etc. - 22. What would you do if a customer complained about an item you did not make?- Create a middle, explaining role, fix the problem. (Get a new one, ask what is wrong: acknowledge, talk to who made it.)
- 33. How can you prevent conflict escalating and negatively affecting a business?Keep calm, speak politely, use appropriate language.
Once resolved ask if there is anything else to make the unhappy customer happy. - 44. What should you do if a customer becomes angry/ loud/ unreasonable?Take them to a quieter place, ask what the issue is, and how you can fix it.
L- listen
A- apologise
S- solve
T- thanks - 55. Is a complaint a positive or negative in a business? Why?Can be both
+ Weakness/ flaw in business can be commented on and fixed by business. (helps grow)
- Bad reviews = no customers.
(put business down, bad reputation) - 66. What is discrimination?Not giving someone the same respect that you give to others. (due to race, sex, religion, looks)
- 77. How can discrimination affect you in a workplace?Rumours could fly about the disrespect and cause a bad reputation for business, lose customers, finical problems, registrations.
- 88. What are 3 types of conversations that should be avoided in a workplace?Politics, religion and race.
- 99. What could a family need in your resturant (small children)Play area, toys, high chair, activities, kids menu, pram space, changing rooms, family discounts and a family-friendly environment.
- 1010. What extra needs could a person in a wheelchair need?Ramps, Rails, areas with space to move around, waiters come up to them, bathrooms.
- 1111. If you cant seat someone if they have booked them?1) Apologise. 2) Ask if they are happy to wait, give wait times. 3) Guide to bar/ lounge, waiting room, complementary items, look at menu while waiting, keep communication.
- 1212. Under the privacy legislation, what information can a hotel employee give out?Not allowed to say anything
No personal details = privacy against law
If you are staying at the hotel and you ring hotel to say you have a guest, and let them up, you are allowed to - 1313. What records should a hospitality keep?Complaints, RSA, documentation, risk assessments/ records WHS, medical records, licenses.
- 1414. Planning a large functionWhat are they resposinble for?
Chef- enough food food, staff, catering, menu.
Bar- Drink, glasses, menu, right amoutn of ingredents, staff.
Waiter- Table set/ chairs proper, notepads etc. - 15Extra info: 1. Accommodating conflict- GIve up everything to keep a relationship with others. 2. Comproimissing conflict- Meet halfway by negoatate. Passive agressive- subtle, quiet Agressive- In face, no misunderstanding
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- Year 10 Hospitality FlashCards sobre Written Assessment, criado por patricia may em 27-08-2018.
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- patricia may · ago 2018
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- 27 ago 2018
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