guest

Front

When is the most appropriate time to get involved in a guest service situation?

Back

When you first recognize the guest's needs

Front

In order to be a guest service champion, you must: Tell guests the service you provide, Avoid guests' wants and needs, Get involved with guests, Pretend to care for guests

Back

Get involved with guests

Front

Which of the following examples best describes the outcome of following through on exceptional service for a guest situation?
The guest posts a negative review to a travel site,
The guest has checked out and left the property,
The situation is resolved to the guests satisfction,
The situation is handed off to another employee

Back

The situation is resolved to the guests satisfction

Front

Which of the following is the most important element of communicating with guests? Talking to guests, Listening to guests, Fixing guest issues, Making excuses

Back

Listening to guests

Front

Diane, a front-desk representative at your property, always provides adequate but says she fears taking risks to get involved with guests to provide exceptional guest service. Which of the following qualities of a guest service champion is she lacking? Consideration, consistency, compassion, confidence

Back

confidence

Front

Which of the following is the best example of using your intuition to provide exceptional guest service?
- Be on time to work and prepared to provide service to your guests
- Determine the type of service that will get you noticed by your guests
- Make sure to always smile and personally greets guests you encounter
- Observe guests to identify service they may not yet recognize they need

Back

Observe guests to identify service they may not yet recognize they need

Front

You are seating a group at your property's restaurant and hear them discussing the special dietary needs of one of the guests. Which response is the best example of using initiative to go above and beyond to provide outstanding guest service? Options: Respect the guest's privacy and continue with the meal service as usual, Ask the chef to visit the table to discuss other available menu options, Be prepared to discuss ingredients and cooking methods of menu items, Express your concerns by asking the reason for the special restrictions.

Back

Ask the chef to visit the table to discuss other available menu options

Front

Miguel has worked as a bell person for 5 years. His property's management and co-workers all consider him a guest service champion. Which of the following statements best describe why they would think that way? He does not accept tips from guests when helping them with their luggage, He consistently goes out of his way to create great guest service experiences, He arrives for work on time with a clean uniform and a smile on his face, He once assisted a guest having a heart attack in the guest room hallway

Back

He consistently goes out of his way to create great guest service experiences

Front

You are working the front desk during one of the worst rain storms your area has ever seen. Which of the following is the most appropriate example of using empathy to go above and beyond to provide extraordinary service in this situation? Options: Postition rubber mats at the main entrance doors to help control the water, Ask house keeping for a supply of towels to make available for wet guests, Tell guests to walk slowly and watch their step on the labby's marble floor, Place caution signs on the wet floor to indicate a slip hazard to your guests

Back

Ask house keeping for a supply of towels to make available for wet guests

Front

As a concierge at your property, you are arranging a rental car for a guest when he mentions the bathtub in his room isn't draining properly. What is the final step of following through on excellent guest service in this situation?

Back

You call the guest to check the repaired tub now drains properly.