Class 9 Elective Travel Tourism & Hospitality Chapter 6 Communication with Customers and Colleagues Question answer to each chapter is provided in the list so that you can easily browse throughout different chapters SEBA Class 9 Elective Travel Tourism & Hospitality Chapter 6 Communication with Customers and Colleagues Notes PDF and select need one.
Class 9 Elective Travel Tourism & Hospitality Chapter 6 Communication with Customers and Colleagues
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 9 Elective Travel Tourism & Hospitality Chapter 6 Communication with Customers and Colleagues Solutions for All Subject, You can practice these here.
Communication with Customers and Colleagues
Chapter – 6
PART – I
A. Match the Columns:
| Column A | Column B |
| (i) Job order | (a) Communication from sub ordinates to seniors |
| (ii) Upward communication | (b) Written form of instructions to perform a work as per the requirements within a specified timeframe and cost estimates. |
| (iii) Downward communication | (c) Annual Maintenance Contract |
| (iv) Reports | (d) Communication from seniors to subordinates |
| (v) AMC | (e) Data collected for routine work |
Ans:
| Column A | Column B |
| (i) Job order | (b) Written form of instructions to perform a work as per the requirements within a specified timeframe and cost estimates |
| (ii) Upward communication | (a) Communication from sub ordinates to seniors |
| (iii) Downward communication | (d) Communication from seniors to subordinates |
| (iv) Reports | (e) Data collected for routine work |
| (v) AMC | (c) Annual Maintenance Contract |
Subjective Questions:
1. What are the different types of report used in the Hospitality Industry?
Ans: The different types of report used in the Hospitality Industry are as follows:
- Food cost summary report.
- Sales summary report.
- Night auditor report.
- Raw material availability report.
- Financial report.
- Pricing report etc.
2. Explain work target and output.
Ans: Work target: Work target is a goal that a company is aiming to reach. All business organisations must have written goals that are part of their business plan. These goals describe what the company plans to accomplish in terms of market share, growth, development and profitability.
Output: Work output includes measures of quantity, quality and efficiency in production by companies, people and machine.
3. Write a brief note on Annual Maintenance Contract.
Ans: Maintenance helps use machines effectively and for a longer period of time. In order to maintain machines, Annual Maintenance Contract (AMC) is done with companies or firms having skills in repair and maintenance of machines in question.
4. Write a short note on job order.
Ans: Job order refers to a written instruction issued by an organisation to perform a task as per specified requirements within a stipulated timeframe. A job order is received by an organisation from a customer or client, or an order created internally within an organisation.
Job order lists the following information:
- Location of service performed.
- Job type and title.
- Type of department.
- Job position.
- Type of personnel.
- Total number of hours worked.
- Positions available.
- Wage information.
- Job description.
- Job order date, etc.
B. Match the columns:
| Column A | Column B |
| (i) Etiquettes | (i) Ratio between input andoutput at a given quality standard |
| (ii) Productivity | (ii) Manner in which a person or an employee conducts oneself |
| (iii) Work behaviour | (iii) Pitch or loudness of voice |
| (iv) Tone | (iv) Guest satisfaction |
| (v) Success of Organisation | (v) Attitude towards one’s work |
Ans:
| Column A | Column B |
| (i) Etiquettes | (ii) Manner in which a person or an employee conducts oneself |
| (ii) Productivity | (i) Ratio between input and output at a given quality standard |
| (iii) Work behaviour | (v) Attitude towards one’s work |
| (iv) Tone | (iii) Pitch or loudness of voice |
| (v) Success of Organisation | (iv) Guest satisfaction |
Subjective Questions:
1. Write some the employee etiquettes followed in the hospitality sector.
Ans: The employee etiquettes followed in the hospitality sector are given below:
- Be punctual, i.e., always report on or before time.
- Wear appropriate clothing.
- Update with necessary information as and when required by the supervisor. Etc.
2. Write in brief about communication with colleagues.
Ans: Effective communication among colleagues is essential to create a cordial work environment. To ensure effective communication among colleagues we must be taken care of the following points:
- Listen: We should not interrupt the speaker. First, we should listen to the speaker and once the person has finished with what one has to say, it is then that you must speak.
- Body language: We should try to understand the speaker’s body language. Observe the person’s gestures and postures while talking.
- Tone: one must be careful of one’s tone and diction while communicating. The tone must always be polite.
3. Write a brief note on multitasking.
Ans: Multitasking refers to performing different work activities and shifting one’s focus from one task to another simultaneously. It increases and stimulates the creativity of the employees as they are required to handle different work activities at the same time.
4. Explain MBO and target setting.
Ans: The term ‘management by objectives’ (MBO) is used for valuation and planning. In MBO, the goals of the manager are set to be attained within a specified timeframe. Each manager sets one’s goal within the broader present goal of establishment and works to achieve them.
C. Match the Columns:
| Column A | Column B |
| (i) Dress code | (a) Products and services |
| (ii) Customer satisfaction | (b) Relation with the company |
| (iii) Internal communication | (c) Parameter and guidelines for dress |
| (iv) Formal communication | (d) Transmission of official messages |
| (v) Customer Loyalty | (e) Transmitting messages within an organisation |
Ans:
| Column A | Column B |
| (i) Dress code | (c) Parameter and guidelines for dress |
| (ii) Customer satisfaction | (a) Products and services |
| (iii) Internal communication | (e) Transmitting messages within an organisation |
| (iv) Formal communication | (d) Transmission of official messages |
| (v) Customer Loyalty | b) Relation with the company ol |
Subjective Questions:
1. Write a note on product knowledge.
Ans: Product knowledge is the most important factor in winning over customers. Effective communication builds strong customer relations, which is the central aspect of sales and marketing. The F&B service staff must have a sound knowledge of the products on offer. This helps in increasing the confidence of employees, raising the level of customer service and also customer satisfaction.
2. Explain the anticipation of guest’s needs.
Ans: Anticipating the needs of a customer is important for an organisation to ensure loyal and repeat customers. The following points must be kept in mind for anticipating customers’ needs.
- Customer’s expectations: A customer is satisfied only when the person receives a service as per the expectation. A satisfied customer gives profitable repeat business to an organisation.
- Deliver on promise: The promised service or products must be delivered at the promised time. This keeps the guest engaged for repeat business.
- Accept and rectify mistakes: The mistakes need to be accepted and steps must be taken so that they are not repeated. Etc.
3. Write a brief note of two-way communication.
Ans: Two-way communication is an exchange of information between two persons. In this, two persons communicate as they transfer information or exchange ideas, knowledge or emotions.
Two-way communication helps in:
- Planning and decision making.
- Bringing about coordination etc.
4. What do you understand by ‘etiquettes’
Ans: ‘etiquettes’ refer to the manner in which an employee behaves with one’s employee(s), seniors and subordinates.
Mark ‘True’ or ‘False’
1. Inattentive listening is a communication barrier.
Ans: True.
2. Communication skills can boost one’s confidence.
Ans: True.
3. Communication skills give a greater understanding of an issue.
Ans: True.
4. Gaining trust is a factor involved in handling guests’ problems.
Ans: True.
Subjective Questions:
1. Write a note on the role of communication in a hotel.
Ans: Communication in hotels is very important because if A person working in the F&B Service Industry he must always be calm and pleasant while communicating with guests as success in the Hospitality Industry is driven by happy and loyal guests. In order to ensure customer loyalty, the hotel staff must always strive to provide an excellent and memorable experience to the customers, which is not possible without clear and effective internal communication. Also effective communication is essential in hotels in order to minimise customer-related problems and grievances.
2. Explain the guidelines for handling guest complaints.
Ans: One of the biggest challenges in a sales and hospitality organisation is to handle an angry guest or having complaints. So, the guidelines for handling such guest complaints are as follows:
- Communication: Be polite and never argue with the guest.
- Listen: Listen to the guest’s complaint so that one feels that somebody is considering the person’s problem.
- Recognition: The staff must recognise the guest complaints.
- Empathy: Always show empathy towards the guest.
- Job skills and knowledge: One must promise to the guest that the best possible action would be taken to resolve the problem or call one’s senior to attend to it.
- Problem solving and feedback: One must make sure that the problem gets resolved and the guest’s feedback is taken.
3. Write a brief note on the importance of customer feedback.
Ans: The importance of customer feedback is as follows:
- Customer feedback is very important because it motivates people to build better work.
- Feedback is important to remain focused on goals, improve services and so on.
- Feedback can help to form better decisions to improve and increase performance. Etc.
4. Explain the role of report making in a hotel.
Ans: Report making in a hotel is a vital tool of communication. Timely reporting of a hazard or an incident is important to ensure safety at workplace. Also report making is important because.
- Report making provides information.
- Report making helps in selection.
- Report making hels in controlling system.
- Report making helps in increase profitability.
- Report making helps achieve overall objectives.
