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  • Soal Ujian Tengah Semester 3 Tahun Akademik 2021/2022: Politeknik Pariwisata Medan

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    This document contains a practice exam for Butler students consisting of 10 questions. It provides the student's name, course details, exam date and time, and instructs students to answer questions about the history of butlers, the differences between old and modern butlers, describing the job summary of a butler, explaining internal and external customers with examples, discussing customer needs in communication, explaining verbal and non-verbal communication with examples, discussing guest expectations and target markets, recognizing potential conflicts and why managing conflicts is important, explaining the function of customer feedback and how to collect it, and explaining why customers might complain and how to handle complaints. It also includes a table listing the questions, number of sentences required for each answer, and maximum

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    SOAL PBU MDK III3 A

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    This document contains a practice exam for Butler students consisting of 10 questions. It provides the student's name, course details, exam date and time, and instructs students to answer questions about the history of butlers, the differences between old and modern butlers, describing the job summary of a butler, explaining internal and external customers with examples, discussing customer needs in communication, explaining verbal and non-verbal communication with examples, discussing guest expectations and target markets, recognizing potential conflicts and why managing conflicts is important, explaining the function of customer feedback and how to collect it, and explaining why customers might complain and how to handle complaints. It also includes a table listing the questions, number of sentences required for each answer, and maximum

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    © All Rights Reserved
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    4 views2 pages

    Soal Ujian Tengah Semester 3 Tahun Akademik 2021/2022: Politeknik Pariwisata Medan

    Uploaded by

    Tri Milen Tobing
    This document contains a practice exam for Butler students consisting of 10 questions. It provides the student's name, course details, exam date and time, and instructs students to answer questions about the history of butlers, the differences between old and modern butlers, describing the job summary of a butler, explaining internal and external customers with examples, discussing customer needs in communication, explaining verbal and non-verbal communication with examples, discussing guest expectations and target markets, recognizing potential conflicts and why managing conflicts is important, explaining the function of customer feedback and how to collect it, and explaining why customers might complain and how to handle complaints. It also includes a table listing the questions, number of sentences required for each answer, and maximum

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    of 2

    POLITEKNIK PARIWISATA Document No :

    Revision No :
    MEDAN Date of Issue : 11 Oktober 2018
    Page : 1 dari 4

    SOAL UJIAN TENGAH


    SEMESTER 3 TAHUN AKADEMIK 2021/2022
    PBU

    Nama : Dosen : Edi Suprayetno


    NIM : Semesterr :3
    Program Studi : MDK Hari/Tanggal : Senin / 22 November 2021
    Jurusan : Perhotelan
    Sifat Ujian : Online
    KELAS : MDK III – 3A

    NO QUESTION AND ANSWER Q M S

    1. Please explain shortly the history of butler? 3 12

    2. Kindly mention the different between old butler 3 12


    and modern butler?
    3. Please describe Job Summary of the Butler? 2 8

    4. Related to working effectively with customer and 3 12


    colleague. Kindly explain the meaning of internal
    customer and external customer? please mention
    the sample?
    5. Please mention the customer needs in 3 12
    communication?
    6. Please explain the meaning of verbal 2 8
    communication and non verbal communication
    and give the sample ?
    7. Please explain the meaning of guest expectation 3 12
    and specific needs of target market.
    8. How do you recognize the potential conflict? and 5 20
    why we need to manage the conflict?
    9. Kindly mention the function of customer 3 12
    feedback and how to collect the feedback?
    10. Please explain why customer might complain and 5 20
    how to handle it?
    TOTAL 32 128

    Medan, 19 Nopember 2021

    Diperiksa Oleh: Disetujui Oleh:


    Disusun Oleh:
    Ketua Program Studi Ketua Penjaminan Mutu

    Edi Suprayetno Drs. Hasoloan Marpaung, M.Hum


    Drs. Robert Deffie, M.Si NIP. 19671228 199403 1 001
    NIP.19590703 199503 1 001

    Note:
    Q : Quantity
    M : Maximum
    S : Score

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