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Study the picture below and answer the questions that follow - NSC Tourism - Question 7 - 2017 - Paper 1
Question 7
Study the picture below and answer the questions that follow. IMAGE OF A COMPANY POSITIVE OR NOT? Reception Welcome to the Palms Hotel! 7.1 Identify the tourism ... show full transcript
Worked Solution & Example Answer:Study the picture below and answer the questions that follow - NSC Tourism - Question 7 - 2017 - Paper 1
Step 1
Step 2
Explain the importance of personal appearance in the sector identified in QUESTION 7.1.
Answer
Personal appearance is crucial in the accommodation sector as it directly reflects the hotel’s image and professionalism. A positive first impression can be formed within the first 60 seconds. Employees’ appearance fosters a sense of trust and influences guests’ perceptions of the service quality.
Step 3
Identify THREE examples of unprofessional appearance/conduct by the employee in the picture.
Answer
- Body Language: The employee sits casually with their feet on the desk, which is unprofessional.
- Manners: The employee is chewing bubble gum while speaking on the phone, indicating a lack of professionalism.
- Appearance: The uniform is worn loosely, with the employee not wearing a name badge or identification, which is against typical code of conduct in the hospitality sector.
Step 4
Suggest THREE intervention strategies to management that will address this employee's conduct.
Answer
- Supervision: The employee can work under supervision until they demonstrate acceptable conduct.
- Training: The employee may undergo additional training sessions to improve their conduct and understanding of professional standards.
- Performance Evaluation: The employee can be subject to a performance evaluation before undergoing re-training, which helps identify areas for improvement.