Short-answer question:

1, Explain why it is necessary for hospitality staff to have good complaint resolution skills.

2, When a customer complains you must not take it personally. What does this mean?

3, Describe nine communication and conflict resolution tactics.

4, In the hospitality industry good teamwork is essential. Team members need to cooperate and collaborate with each other and follow appropriate work schedules. Explain why effective teamwork is important.

5, How do work schedules assist efficiency?

6, Summarise what it means to work safely in hospitality venues.

7, List six administration and reporting requirements relevant to a hospitality establishment.

8, Which three groups of people should be involved in a debriefing meeting?

9, How can handover be conducted?

SITHIND004 - WORK EFFECTIVELY IN HOSPITALITY SERVICE