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Hospitality Industry: Understanding Goodwill and Rapport

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Hospitality Industry: Understanding Goodwill and Rapport

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Questions and Answers

What is one of the key principles valets must follow regarding guest information?

Keeping all guest information confidential (correct)

Discussing observations about guests with colleagues

Posting about guests on social media

Sharing guest secrets with other guests

In what situation may valets need to interact with the personal staff of a guest?

To share guest information with them

To gossip about the guest

To access information about the guest or determine their preferences (correct)

To involve them in hotel operations

Why is being bilingual or multilingual advantageous for individuals seeking to be valets?

To exclude certain guests based on language barriers

To communicate effectively with guests and their staff (correct)

To gossip about guests in different languages

To share confidential information in multiple languages

What is a key rule of effective communication mentioned in the text?

Planning communication before speaking Signup and view all the answers

What is the main challenge faced by valets when interacting with a guest's personal staff?

Accommodating requirements that conflict with standard protocols Signup and view all the answers

Why is having high-level English language skills considered necessary for valets in most venues and countries?

To communicate effectively with guests and coworkers Signup and view all the answers

What does 'Goodwill' encompass in the context provided?

Friendliness, approval, willingness to help, adding value, positive feelings, and interest Signup and view all the answers

What should a valet always be alert to according to the text?

Questions asked by the guest and any sound of concern Signup and view all the answers

How should a valet conduct themselves according to the text?

Be a background presence and intrude when not required Signup and view all the answers

In what way should a valet differ from a bar attendant or waiter according to the text?

Be a background presence and not supply casual banter Signup and view all the answers

What does adding value to transactions involve according to the text?

Human level contact and personal feelings towards the guest Signup and view all the answers

What characterizes the relationship between goodwill and rapport as per the text?

Friendliness towards the guest and interest in their activities Signup and view all the answers