Tourism and Hospitality

Do you have a service attitude?

A service attitude is one that is customer focused. Try this quiz to see if you have a good service attitude. Print out the exercise and circle either A, B or C.
You can then check your answers on the next page.

Question 1

How much care do you take with your appearance?

1. I take time to dress well and make the most of my looks.
2. I'm always in too much of a hurry to really bother with my appearance.
3. I'm a fairly neat and hygienic person, most of the time.

Question 2

A client makes a complaint. Do you:

1. raise your eyebrows and think "What a nuisance"?
2. discuss the complaint with the client and take full responsibility for fixing the problem?
3. listen quickly to the complaint but explain to the client that you are very busy and will see what you can do?

Question 3

You overhear two clients having an argument. Do you:

1. ignore the situation. You are usually too busy to worry about the clients' issues?
2. see if there is anything that you can do without upsetting them further?
3. move closer to them so you can hear what they are saying?

Question 4

How do you feel if you have to talk to people that you do not know?

1. A little shy, but I make the most of the situation. I always make an effort to listen well.
2. Terrible! I just get too nervous.
3. I'm not a problem because people always love to hear about me! I just do all the talking.

Question 5

Your manager has asked you to help out with an afternoon shift as the hotel is shortstaffed. Do you:

1. agree to do it, but let the manager know quite clearly that he/she owes you a favour?
2. make up an excuse to avoid doing it?
3. try to make arrangements to stay back if you can, because it will help out?

Question 6

How quickly should the phone be answered?

1. Within three rings.
2. Whenever someone can get to it.
3. I try to avoid answering the phone.

Question 7

It is a bit quiet at work and an elderly person who seems a bit lonely starts chatting to you. You do not feel like talking. Do you:

1. answer their questions politely and then start looking busy so that they will not talk for too long?
2. smile and chat back because you sense that they are a bit lonely?.
3. ignore them?

Question 8

A client phones to say that they lost their glasses. Do you:

1. reassure the client that you will personally look for the glasses and that you will check with the other staff members. You also take the client's phone number so that you can call them back whether you have found the glasses or not?
2. tell the client to call in the next time that they are near and that they can collect them if someone has found them?
3. tell the client that you will have a look for them the next time you have a spare moment?

Question 9

When you greet someone do you:

1. always smile, make eye contact and try to be friendly?
2. prefer to stay aloof because that makes you feel comfortable?
3. prefer to stay a little detached unless the person is a very close friend?

Quiz Answers

Back to Work with colleagues and customers