Class 10 Elective Travel Tourism and Hospitality Chapter 2 Etiquette and Hospitable Conduct Question answer to each chapter is provided in the list so that you can easily browse throughout different chapters SEBA Class 10 Elective Travel Tourism and Hospitality Chapter 2 Etiquette and Hospitable Conduct Notes PDF and select need one.
Class 10 Elective Travel Tourism and Hospitality Chapter 2 Etiquette and Hospitable Conduct
Also, you can read the SCERT book online in these sections Solutions by Expert Teachers as per SCERT (CBSE) Book guidelines. These solutions are part of SCERT All Subject Solutions. Here we have given Assam Board Class 10 Elective Travel Tourism and Hospitality Chapter 2 Etiquette and Hospitable Conduct Solutions for All Subject, You can practice these here.
Etiquette and Hospitable Conduct
Chapter – 2
Check Your Progress.
A. Fill in the Blanks.
1. The components of hospitality are __________, and __________.
Ans: Service quality, and guest experience.
2. Guest satisfaction is the ____________ of hospitality.
Ans: Cornerstone.
3. Hospitality is a set of _____________.
Ans: Interpersonal skills and service practices.
4. Staff should be _____________ with the customers.
Ans: Friendly and professional.
5. ______________ refers to the relationship between a guest and a host.
Ans: Hospitality.
B. Subjective Questions:
1. What is hospitality? Explain the meaning of hospitable conduct.
Ans: Atithi Devo Bhava (a guest is God), means where a host receives and takes care of the guest with goodwill, love, affection and faith by giving the guest best of servies, food and facilities.
Over the years, sarai (inn) and dharmashala came into existence. People could avail the facilities of the same at a nominal charge. Gradually the commercial hotels and a full-fledged hospitality industry came into existence.
The earlier sarai and dharmashala functioned as per their individual codes of conduct. As the hospitality industry grew into motels, hotels, and large establishments, a need for a common code of conduct emerged. A common procedure to receive guests and entertain them arose. Hospitality is all about making a traveller as comfortable as possible away from home.
2. What is the role of food and beverage staff in hospitable conduct?
Ans: The hospitality Industry has two major components food and beverage, and accommodation. The unique thing about this industry is that every person working in the industry may at some point come in contact with the guest. So the need for a code of conduct or hospitable conduct is important for everyone. When you behave in a proper manner it attracts the guest and forms a healthy relationship with the customer.
Therefore, the image of any hospitality organisation is built by team effort.
3. What is the goal of hospitality?
Ans: Hospitality is the only industry that considers a customer as a guest and the guest as a boss. When a guest is paying for the products and services availed then the guest’s satisfaction becomes utmost important. Industry experts consider customer satisfaction as a tool for repeat business and guest loyalty.
Check Your Progress.
1. ___________ is a person’s outward bearing or behaviour towards others.
Ans: Demeanor.
2. ____________ can be indicative of a person’s mood and state of mind.
Ans: Body language.
3. ____________ is a regular greeting ritual.
Ans: Handshaking.
4. ___________ makes you a cultured individua.
Ans: Hospitality.
B. Subjective Questions:
1. What are etiquettes and manners?
Ans: Etiquette pertains to specific rules and guidelines, manners encompass broader principles of polite and considerate behaviour. Manners are more closely related to personal character and reflect an individual’s values, empathy, and respect for others.
2. What are telephone etiquettes?
Ans: Telephone is a tool of communication. A hospitality professional should be careful while talking on the phone as the person on the other end of the line is interpreting what you are saying without seeing you. You should be polite and clear so that the person can understand the communication easily and clearly.
3. Explain the role of uniform in hospitality conduct.
Ans: The hospitality Industry has two major component food and beverage, and accommodation.
The unique thing about this industry is that every person working in the industry may at some point come in contact with the guest. So the need for a code of conduct or hospitable conduct is important for everyone. When you behave in a proper manner it attracts the guest and forms a healthy relationship with the customer.Therefore, the image of any hospitality organisation is built by team effort.
4. Explain the various facial expressions used by the F&B personnel for better interaction with a guest.
Ans: The various fascia expression used bt the F$B personnel for the better interaction with a gust are mentioned below:
(i) Never run in the restaurant.
(ii) Always maintain a smiling face.
(iii) Never point to give directions.
(iv) Do not touch guest’s personal belongings without their consent.
(v) Avoid coming in close contact when serving or talking with a guest. Keep a decent distance during any such interaction with the guest.
(vi) Give preference to the young and women.
(vii) Do not fuss with your hair, scratch your neck or pick at skin blemishes while in the restaurant.
(viii) Do not smoke in the restaurant.
(ix) Never count tips in the restaurant.
(x) Do not touch the food with bare hands.
(xi) Do not shout in the restaurant.
(xii) Do not make unnecessary gestures while talking to the guests.
(xiii) Stand erect in front of the guest.
(xiv) Do not enter the guest area when not in uniform.
Check Your Progress.
A. Fill in the Blanks:
1. ___________ means the way one needs to work at workplace.
Ans: Work ethic.
2. _____________ deals with the service of food and beverage items.
Ans: Catering.
3. Guest complaints of complex nature should be handled by _______________.
Ans: Experienced staff.
4. ____________ should be courteous to both guests and colleagues.
Ans: Staff.
B. Subjective Questions:
1. What are dos and don’ts while dealing with a guest?
Ans: Some of the precautions to be taken in the F&B area while dealing with guests are:
(i) Never refuse a guest’s request. In case of difficulty, forward the request to a senior.
(ii) An angry or unhappy guest should be appeased by saying ‛sorry for the inconvenience caused to you Sir/Madam’.
(ii) Do not joke, make personal inquiries, show attitude, or flirt with a guest.
(iii) Do not interrupt a guest who is conversing with someone, unless it is urgent.
(iv) Never say ‛I don’t know’ when asked about something without adding ‛allow me a moment to find out’ or ‛let me see to it’.
(v) Never touch a guest.
(vi) Do not work in a hurry and make the guest uncomfortable.
(vii) Do not have a personal conversation with the staff in front of a guest.
(viii) Do not eat in front of the guests.
(ix) Maintain guest privacy and your own privacy as well.
(x) Never use strong perfume as some people are highly allergic and scent sensitive.
(xi) Treat all the guests with the same respect.
(xii) Do not gossip about co-workers or guests.
(xiii) Do not ask what someone is eating or drinking when they ask for more. Try to remember what the guest had ordered. If you do not know this or have forgotten or are unsure, refer to the order slip.
2. How will you measure customer satisfaction?
Ans: Customer satisfaction is of prime importance in the hospitality industry and this majorly depends on the F&B services and accommodation arrangements.The main work of an F&B department is to provide products and services, customer interaction and achieve customer satisfaction. This is what gives repeat business. Retaining a customer is customer satisfaction. ‘Customer satisfaction may be derived from products and services and may be influenced by different factors and therefore should be treated as separate and different’. Customer satisfaction is based on a customer’s experience and is a cumulative based on overall evaluation of the service experienced. So, customer satisfaction is based on the experience with the service provider and is also the result of the service. In a fine dining restaurant, customer satisfaction will be based on the evaluation of several interactions between the customer and the service provider. Customer’s satisfaction is influenced by two factors experience with and expectation from the service performance. Satisfaction is conceptualised as an overall, customer’s happiness and acceptability of the services offered by the service provider. Customer satisfaction is the accumulated experience of a customer’s purchase and consumption experience. Therefore, client satisfaction should be measured through overall satisfaction towards the service. The factors that build customer satisfaction are price, quick service and atmosphere.
3. What is a brand? How can housekeeping staff contribute to branding?
Ans: Brand is the name, logo, slogan, sign, symbol or another feature that distinguishes the identity of one seller’s product from that of another. Mostly the brand name and its presentation are registered or copyrighted. It carries and conveys the image of a company or product, service or a person created on a customer’s mind.
In today’s competitive world when there remains very less non-distinguishable difference between two same products of different companies, it becomes very difficult to communicate the better quality of a proposed product to a customer. Brand is the tool that gets embossed on a customer’s mind. Whenever a customer comes across a brand name, he relates it to a certain product, company or service for which the brand is being used. The F&B staff comes directly in contact with the customer or at least they are the ones the customer sees frequently. Their manners and etiquette add to the brand value of the company or services that are offered.
4. Write the important points for dealing with a special guest.
Ans: The important points for dealing with a special guest are mentioned below:
(i) Aged or elderly guests.
(ii) Infants and young children.
(iii) Specially-abled guest.
(iv) NRI guest 5. Guest with health issues.
5. What are the reasons for guest complaints?
Ans: A grievance is resentment over something believed to be wrong or unfair. In hospitality industry,grievances and complaints are used positively to improve their products and service qualities,customer satisfaction and customer attention.
(i) Absence of friendliness staff.
(ii) Unnecessary Excuses by the staff.
(iii) Absence of good conduct and courtesy.
(iv) Unhelpful attitude of servers.
(v) Lack of response towards the guest.
(vi) Food not delivered on time.
(vii) Non-responsive attitude of management towards complaints,etc.
6. What do you understand by positive attitude? Why is it important for F&B service staff?
Ans: Positive attitude towards the work environment, job satisfaction and organisational commitment are influenced by the characteristics of the job, individual perception, psychological contact, relations with co-workers and stress experienced during job performance. To achieve a positive attitude towards the work, you should be well-versed about the work and the activities required to be performed to complete the jobs
(i) Formal behaviour.
(ii) Formal communication.
(iii) Formal dressing (uniform) Formal behaviour is speech, manners, dress, etc.
F&B personnel should avoid the use of informal words or casual language. They should always practise short and sweet sentences, proper etiquette, proper dress code, etc. When dealing with a guest, formal behaviour means being polite, mature and sensitive to the feelings of the other. Formal behaviour is always required, more so during social events. Formal communication refers to exchange of information officially. Communication needs recordkeeping. So any communication done should be conveyed to the concerned person through proper channel so that everyone is aware of the steps taken by the department. Some organisations specify a dress code for its male and female employees which must be adhered to during working hours.
7. What is the importance of customer loyalty?
Ans: The importance of customer loyalty are mentioned:
(i) Dependable Income: Repeated business from loyal customers reduces the need to acquire new clients by generating a steady stream of income. Because of the constant business through loyal customers, businesses can survive shifts in the market and downturns in the economy.
(ii) Cost-saving: Acquiring new clients may come with higher costs than retaining existing ones. Because they are familiar with the brand and are more likely to make repeat purchases without requiring much convincing, loyal customers typically demand less marketing expenditure.
(iii) Customer Innovation and Insights: Faithful clients are typically more willing to provide their opinions and suggestions for development. Businesses may improve their products and customer experiences with the aid of this feedback, which spurs continuous innovation and aligns them with changing consumer needs.
(iv) Resilience to Adverse Events: When businesses occasionally have issues or service disruptions, loyal customers are more inclined to be understanding and patient. They are prepared to offer the company an opportunity to make things right, which contributes to maintaining the client and company connection. This capacity to recover from failures lessens the harm that sporadic events do to the loyalty and happiness of customers.
8. How will you measure customer satisfaction?
Ans: Customer satisfaction is of prime importance in the hospitality industry and this majorly depends on the F&B services and accommodation arrangements. The main work of an F&B department is to provide products and services, customer interaction and achieve customer satisfaction. This is what gives repeat business. Retaining a customer is customer satisfaction. ‘Customer satisfaction may be derived from products and services and may be influenced by different factors and therefore should be treated as separate and different’. Customer satisfaction is based on a customer’s experience and is a cumulative based on overall evaluation of the service experienced. So, customer satisfaction is based on the experience with the service provider and is also the result of the service. In a fine dining restaurant, customer satisfaction will be based on the evaluation of several interactions between the customer and the service provider. Customer’s satisfaction is influenced by two factors experience with and expectation from the service performance. Satisfaction is conceptualised as an overall, customer’s happiness and acceptability of the services offered by the service provider. Customer satisfaction is the accumulated experience of a customer’s purchase and consumption experience. Therefore, client satisfaction should be measured through overall satisfaction towards the service. The factors that build customer satisfaction are price, quick service and atmosphere.
9. What is brand value?
Ans: Brand is the name, logo, slogan, sign, symbol or another feature that distinguishes the identity of one seller’s product from that of another. Mostly the brand name and its presentation are registered or copyrighted. It carries and conveys the image of a company or product, service or a person created on a customer’s mind.
10. What is the importance of delivering service as promised to a customer?
Ans: Delivering on promises is crucial for building trust with customers and stakeholders. When you make a promise, you are essentially making a commitment to deliver a certain level of service or product quality. If you fail to deliver on that promise, you risk damaging your reputation and losing business.
Session 1.
Check Your Progress
A. Fill in the Blanks.
1. The components of hospitality are __________, and _____________.
Ans: Service quality, and guest experience.
2. Guest satisfaction is the ____________ of hospitality.
Ans: Cornerstone.
3. Hospitality is a set of _____________.
Ans: Interpersonal skills and service practices.
4. Staff should be _____________ with the customers.
Ans: Friendly and professional.
5. ______________ refers to the relationship between a guest and a host.
Ans: Hospitality.
B. Subjective Questions:
1. What is hospitality? Explain the meaning of hospitable conduct.
Ans: Atithi Devo Bhava (a guest is God), means where a host receives and takes care of the guest with goodwill, love, affection and faith by giving the guest best of servies, food and facilities.
Over the years, sarai (inn) and dharmashala came into existence. People could avail the facilities of the same at a nominal charge. Gradually the commercial hotels and a full-fledged hospitality industry came into existence.
The earlier sarai and dharmashala functioned as per their individual codes of conduct. As the hospitality industry grew into motels, hotels, and large establishments, a need for a common code of conduct emerged. A common procedure to receive guests and entertain them arose. Hospitality is all about making a traveller as comfortable as possible away from home.
2. What is the role of food and beverage staff in hospitable conduct?
Ans: The hospitality Industry has two major component food and beverage, and accommodation. The unique thing about this industry is that every person working in the industry may at some point come in contact with the guest. So the need for a code of conduct or hospitable conduct is important for everyone. When you behave in a proper manner it attracts the guest and forms a healthy relationship with the customer.
Therefore, the image of any hospitality organisation is built by team effort.
3. What is the goal of hospitality?
Ans: Hospitality is the only industry that considers a customer as a guest and the guest as a boss. When a guest is paying for the products and services availed then the guest’s satisfaction becomes utmost important. Industry experts consider customer satisfaction as a tool for repeat business and guest loyalt.
Session 2.
Check Your Progress.
1. ___________ is a person’s outward bearing or behaviour towards others.
Ans: Demeanor.
2. ___________ can be indicative of a person’s mood and state of mind.
Ans: Body language.
3. ____________ is a regular greeting ritual.
Ans: Handshaking.
4. ___________ makes you a cultured individua
Ans: Hospitality.
B. Subjective Questions:
1. What are etiquettes and manners?
Ans: Etiquette pertains to specific rules and guidelines, manners encompass broader principles of polite and considerate behaviour. Manners are more closely related to personal character and reflect an individual’s values, empathy, and respect for others.
2. What are telephone etiquettes?
Ans: Telephone is a tool of communication. A hospitality professional should be careful while talking on the phone as the person on the other end of the line is interpreting what you are saying without seeing you. You should be polite and clear so that the person can understand the communication easily and clearly.
3. Explain the role of uniform in hospitality conduct.
Ans: The hospitality Industry has two major components— food and beverage, and accommodation.
The unique thing about this industry is that every person working in the industry may at some point come in contact with the guest. So the need for a code of conduct or hospitable conduct is important for everyone. When you behave in a proper manner it attracts the guest and forms a healthy relationship with the customer.Therefore, the image of any hospitality organisation is built by team effort.
4. Explain the various facial expressions used by the F&B personnel for better interaction with a guest.
Ans: The various fascia expression used bt the F$B personnel for the better interaction with a gust are mentioned below:
(i) Never run in the restaurant.
(ii) Always maintain a smiling face.
(iii) Never point to give directions.
(iv) Do not touch guest’s personal belongings without their consent.
(v) Avoid coming in close contact when serving or talking with a guest. Keep a decent distance during any such interaction with the guest.
(vi) Give preference to the young and women.
(vii) Do not fuss with your hair, scratch your neck or pick at skin blemishes while in the restaurant.
(viii) Do not smoke in the restaurant.
(ix) Never count tips in the restaurant.
(x) Do not touch the food with bare hands.
(xi) Do not shout in the restaurant.
(xii) Do not make unnecessary gestures while talking to the guests.
(xiii) Stand erect in front of the guest.
(xiv) Do not enter the guest area when not in uniform.
Session 3.
Check Your Progress.
A. Fill in the Blanks:
1. _______ means the way one needs to work at workplace.
Ans: Work ethic.
2. _________ deals with the service of food and beverage items.
Ans: Catering.
3. Guest complaints of complex nature should be handled by _______________.
Ans: Experienced staff.
4. ____________ should be courteous to both guests and colleagues.
Ans: Staff.
B. Subjective Questions:
1. What are dos and don’ts while dealing with a guest?
Ans: Some of the precautions to be taken in the F&B area while dealing with guests are:
(i) Never refuse a guest’s request. In case of difficulty, forward the request to a senior.
(ii) An angry or unhappy guest should be appeased by saying ‛sorry for the inconvenience caused to you Sir/Madam’.
(ii) Do not joke, make personal inquiries, show attitude, or flirt with a guest.
(iii) Do not interrupt a guest who is conversing with someone, unless it is urgent.
(iv) Never say ‛I don’t know’ when asked about something without adding ‛allow me a moment to find out’ or ‛let me see to it’.
(v) Never touch a guest.
(vi) Do not work in a hurry and make the guest uncomfortable.
(vii) Do not have a personal conversation with the staff in front of a guest.
(viii) Do not eat in front of the guests.
(ix) Maintain guest privacy and your own privacy as well.
(x) Never use strong perfume as some people are highly allergic and scent sensitive.
(xi) Treat all the guests with the same respect.
(xii) Do not gossip about co-workers or guests.
(xiii) Do not ask what someone is eating or drinking when they ask for more. Try to remember what the guest had ordered. If you do not know this or have forgotten or are unsure, refer to the order slip.
2. How will you measure customer satisfaction?
Ans: Customer satisfaction is of prime importance in the hospitality industry and this majorly depends on the F&B services and accommodation arrangements.The main work of an F&B department is to provide products and services, customer interaction and achieve customer satisfaction. This is what gives repeat business. Retaining a customer is customer satisfaction. ‘Customer satisfaction may be derived from products and services and may be influenced by different factors and therefore should be treated as separate and different’. Customer satisfaction is based on a customer’s experience and is a cumulative based on overall evaluation of the service experienced. So, customer satisfaction is based on the experience with the service provider and is also the result of the service. In a fine dining restaurant, customer satisfaction will be based on the evaluation of several interactions between the customer and the service provider. Customer’s satisfaction is influenced by two factors experience with and expectation from the service performance. Satisfaction is conceptualised as an overall, customer’s happiness and acceptability of the services offered by the service provider. Customer satisfaction is the accumulated experience of a customer’s purchase and consumption experience. Therefore, client satisfaction should be measured through overall satisfaction towards the service. The factors that build customer satisfaction are price, quick service and atmosphere.
3. What is a brand? How can housekeeping staff contribute to branding?
Ans: Brand is the name, logo, slogan, sign, symbol or another feature that distinguishes the identity of one seller’s product from that of another. Mostly the brand name and its presentation are registered or copyrighted. It carries and conveys the image of a company or product, service or a person created on a customer’s mind.
In today’s competitive world when there remains a very less non-distinguishable difference between two same products of different companies, it becomes very difficult to communicate the better quality of a proposed product to a customer. Brand is the tool that gets embossed on a customer’s mind. Whenever a customer comes across a brand name, he relates it to a certain product, company or service for which the brand is being used. The F&B staff comes directly in contact with the customer or at least they are the ones the customer sees frequently. Their manners and etiquette add to the brand value of the company or services that are offered.
4. Write the important points for dealing with a special guest.
Ans: The important points for dealing with a special guest are mentioned below:
(i) Aged or elderly guests.
(ii) Infants and young children.
(iii) Specially-abled guest.
(iv) NRI guest 5. Guest with health issues.
5. What are the reasons for guest complaints?
Ans: A grievance is resentment over something believed to be wrong or unfair. In hospitality industry,grievances and complaints are used positively to improve their products and service qualities,customer satisfaction and customer attention.
(i) Absence of friendliness staff.
(ii) Unnecessary Excuses by the staff.
(iii) Absence of good conduct and courtesy.
(iv) Unhelpful attitude of servers.
(v) Lack of response towards the guest.
(vi) Food not delivered on time.
(vii) Non-responsive attitude of management towards complaints,etc.
6. What do you understand by positive attitude? Why is it important for F&B service staff?
Ans: Positive attitude towards the work environment, job satisfaction and organisational commitment are influenced by the characteristics of the job, individual perception, psychological contact, relations with co-workers and stress experienced during job performance. To achieve a positive attitude towards the work, you should be well-versed about the work and the activities required to be performed to complete the jobs-
(i) Formal behaviour.
(ii) Formal communication
(iii) Formal dressing (uniform) Formal behaviour is speech, manners, dress, etc.
F&B personnel should avoid the use of informal words or casual language. They should always practise short and sweet sentences, proper etiquette, proper dress code, etc. When dealing with a guest, formal behaviour means being polite, mature and sensitive to the feelings of the other. Formal behaviour is always required, more so during social events. Formal communication refers to exchange of information officially. Communication needs recordkeeping. So any communication done should be conveyed to the concerned person through proper channel so that everyone is aware of the steps taken by the department. Some organisations specify a dress code for its male and female employees which must be adhered to during working hours.
7. What is the importance of customer loyalty?
Ans: The importance of customer loyalty are mentioned:
(i) Dependable Income: Repeated business from loyal customers reduces the need to acquire new clients by generating a steady stream of income. Because of the constant business through loyal customers, businesses can survive shifts in the market and downturns in the economy.
(ii) Cost-saving: Acquiring new clients may come with higher costs than retaining existing ones. Because they are familiar with the brand and are more likely to make repeat purchases without requiring much convincing, loyal customers typically demand less marketing expenditure.
(iii) Customer Innovation and Insights: Faithful clients are typically more willing to provide their opinions and suggestions for development. Businesses may improve their products and customer experiences with the aid of this feedback, which spurs continuous innovation and aligns them with changing consumer needs.
(iv) Resilience to Adverse Events: When businesses occasionally have issues or service disruptions, loyal customers are more inclined to be understanding and patient. They are prepared to offer the company an opportunity to make things right, which contributes to maintaining the client and company connection. This capacity to recover from failures lessens the harm that sporadic events do to the loyalty and happiness of customers.
8. How will you measure customer satisfaction?
Ans: Customer satisfaction is of prime importance in the hospitality industry and this majorly depends on the F&B services and accommodation arrangements. The main work of an F&B department is to provide products and services, customer interaction and achieve customer satisfaction. This is what gives repeat business. Retaining a customer is customer satisfaction. ‘Customer satisfaction may be derived from products and services and may be influenced by different factors and therefore should be treated as separate and different’. Customer satisfaction is based on a customer’s experience and is a cumulative based on overall evaluation of the service experienced. So, customer satisfaction is based on the experience with the service provider and is also the result of the service. In a fine dining restaurant, customer satisfaction will be based on the evaluation of several interactions between the customer and the service provider. Customer’s satisfaction is influenced by two factors experience with and expectation from the service performance. Satisfaction is conceptualised as an overall, customer’s happiness and acceptability of the services offered by the service provider. Customer satisfaction is the accumulated experience of a customer’s purchase and consumption experience. Therefore, client satisfaction should be measured through overall satisfaction towards the service. The factors that build customer satisfaction are price, quick service and atmosphere.
9. What is brand value?
Ans: Brand is the name, logo, slogan, sign, symbol or another feature that distinguishes the identity of one seller’s product from that of another. Mostly the brand name and its presentation are registered or copyrighted. It carries and conveys the image of a company or product, service or a person created on a customer’s mind.
10. What is the importance of delivering service as promised to a customer?
Ans: Delivering on promises is crucial for building trust with customers and stakeholders. When you make a promise, you are essentially making a commitment to deliver a certain level of service or product quality. If you fail to deliver on that promise, you risk damaging your reputation and losing business.
