2: The Needs of Different Customer Types

Question 1

What are customer needs in hospitality?

Answer 1

The expectations or requirements a guest has during their visit.

Question 2

Give two examples of common customer needs.

Answer 2

Food preferences and speed of service.

Question 3

Why is understanding customer needs important?

Answer 3

To provide appropriate service and improve customer satisfaction.

Question 4

Name three different types of customers.

Answer 4

Children, elderly people, business guests.

Question 5

What needs might children have in a restaurant?

Answer 5

Child-friendly meals, high chairs, smaller portions.

Question 6

What needs might elderly customers have?

Answer 6

Accessible seating, softer food, clear menus.

Question 7

What needs might business guests have?

Answer 7

Quick service, quiet environment, Wi-Fi access.

Question 8

What is a special dietary requirement?

Answer 8

A need to avoid or include specific foods for health or cultural reasons.

Question 9

Give three examples of dietary requirements.

Answer 9

Vegetarian, gluten-free, nut allergy.

Question 10

What is a vegetarian diet?

Answer 10

A diet excluding meat and fish.

Question 11

What is a vegan diet?

Answer 11

A diet excluding all animal products.

Question 12

What is a gluten-free diet?

Answer 12

A diet that avoids wheat, barley, and rye.

Question 13

What is lactose intolerance?

Answer 13

An inability to digest lactose in dairy products.

Question 14

Why must allergens be managed carefully?

Answer 14

Because allergic reactions can be life-threatening.

Question 15

Give two ways to manage food allergies safely.

Answer 15

Use separate equipment and clearly label ingredients.

Question 16

Name a religious diet and describe one need.

Answer 16

Halal – requires meat to be prepared a certain way.

Question 17

What is kosher food?

Answer 17

Food prepared according to Jewish dietary laws.

Question 18

Give an example of a cultural food need.

Answer 18

No beef in a Hindu meal.

Question 19

What is customer service?

Answer 19

The assistance and care provided by staff to guests.

Question 20

Give two examples of good customer service.

Answer 20

Polite greeting and prompt food delivery.

Question 21

Why is good customer service important?

Answer 21

It improves guest satisfaction and repeat business.

Question 22

What does it mean to exceed customer expectations?

Answer 22

Going beyond what the customer expects.

Question 23

Give an example of exceeding expectations.

Answer 23

Providing a free dessert for a birthday.

Question 24

What is accessibility in hospitality?

Answer 24

Making sure facilities are usable by everyone.

Question 25

Give two examples of accessibility features.

Answer 25

Wheelchair ramps and large print menus.

Question 26

Why is accessibility important?

Answer 26

To ensure all guests can enjoy the service.

Question 27

Why is good communication important in hospitality?

Answer 27

To understand and meet customer needs.

Question 28

Give two examples of communication methods.

Answer 28

Verbal greeting and body language.

Question 29

What is active listening?

Answer 29

Paying full attention to what a customer is saying.

Question 30

Give one reason why non-verbal communication matters.

Answer 30

It helps show friendliness and professionalism.

Question 31

Why do complaints happen in hospitality?

Answer 31

Due to unmet expectations or service issues.

Question 32

Give two steps to handle a complaint professionally.

Answer 32

Listen calmly and offer a solution.

Question 33

Why is complaint handling important?

Answer 33

It can turn a bad experience into a positive one.

Question 34

What is service adaptation?

Answer 34

Changing how service is delivered based on guest needs.

Question 35

Give an example of service adaptation.

Answer 35

Serving smaller portions for a child.

Question 36

Why should menus be adaptable?

Answer 36

To cater to dietary and personal preferences.

Question 37

How can pre-ordering help meet customer needs?

Answer 37

It ensures food is prepared to suit preferences.

Question 38

Why is accurate booking information important?

Answer 38

So staff can plan for special requirements.

Question 39

What is personalised service?

Answer 39

Tailoring service to the individual guest.

Question 40

Give one benefit of personalisation.

Answer 40

It increases customer satisfaction.

Question 41

Give an example of personalisation in catering.

Answer 41

Remembering a regular customer's usual order.

Question 42

What special arrangements might be needed for events?

Answer 42

Decorations, special menus, seating plans.

Question 43

Why is attention to detail important at special events?

Answer 43

It creates a memorable experience.

Question 44

How does customer need differ in a fast food outlet?

Answer 44

They want speed and value.

Question 45

How does customer need differ in a fine dining restaurant?

Answer 45

They expect high-quality food and service.

Question 46

Why must all staff be aware of customer needs?

Answer 46

So the whole team provides consistent service.

Question 47

What role does the kitchen have in meeting dietary needs?

Answer 47

Preparing food according to special requirements.

Question 48

What role does front of house have in customer satisfaction?

Answer 48

Welcoming, serving, and communicating with guests.

Question 49

What are customer needs in hospitality?

Answer 49

The expectations or requirements a guest has during their visit.

Question 50

Give two examples of common customer needs.

Answer 50

Food preferences and speed of service.