Which of the following is a category in the IRD Forbes audit?

• A. Guest satisfaction
• B. Courtesy & manners
• C. Team communication
• D. Operational efficiency

Answer: (B)

This item tests how the Forbes audit organizes categories around staff conduct and guest service. Courtesy & manners is the category that specifically measures how employees interact with guests—politeness, respectful greetings, attentive listening, and a professional, welcoming demeanor. These behavioral standards directly shape the guest experience and reflect the service level Forbes aims to promote.

Guest satisfaction, by contrast, is an outcome that results from many factors, not a standalone behavioral category. Team communication and operational efficiency describe internal processes and teamwork rather than the direct way staff engage with guests. That's why Courtesy & manners is the best fit for this audit category.