The formula for recovery includes which of the following? Using empathy, apologize for the inconvenience and disruption to their stay., Explain the cause of the problem and call out the employee who made the mistake., Use humor to undermine the seriousness of the guest's complaint., If able, offer to reimburse the guest out of your own pocket.

Using empathy, apologize for the inconvenience and disruption to their stay.

Avery frequently stays at your hotel when she comes into town on business. Which option would best follow the guidelines of personalization?

Leave a handwritten note with a coupon to her favorite coffeeshop in her room.

Choose the activity you would recommend for a couple celebrating their anniversary.

Provide a list of romantic restaurants in the area.

How might a hotel employee assist Timothy in a knowledgeable way?

Contact a local print shop and print the booklets there.

Being a knowledgeable employee can be best described as:

Providing information that will enhance the guests' experience

Which of these options is NOT included in the formula for knowledge? Always give the guest an answer, even if you don't know., Enlist help from your coworkers., Approach every situation as a learning experience., Know your surroundings, property, and amenities.

Always give the guest an answer, even if you don't know.

Being committed to providing outstanding guest service is best described as:

knowing what service guests need without having them to specifically ask.

Tanya loves to make kids smile. In fact, before joining the team at the front desk she worked as an elementary school substitute teacher. Which of the following is the best example of Tanya using her passion while delivering outstanding guest service? Options: She offers guests a standard greeting she's developed over the years. She greets all guests with the same scripted greeting laid out in the employee handbook. She greets all guests enthusiastically and spends a little extra time with each child. She ensures that she greets guests just as enthusiastically as her co-workers.

She greets all guests enthusiastically and spends a little extra time with each child.

Passion in the workplace is best defined as:

incorporating one's passions into their work to help create memorable experiences for guests.

While working at the front desk, what can Brian do to incorporate his passion for interacting with guests?

He can do something small to make each guest laugh or smile.

Being committed includes all of the following EXCEPT: Volunteering to help other staff, Understanding your role in guest service, Build relationships.

Look for ways to avoid trying too hard.

Which of the following statements best reflects the attitude needed to provide outstanding guest service? I always put myself in the guest's shoes when providing service. I let mood influence the service I provide guests. I only rely on service procedures that have worked in the past. I always focus on the property's needs first when providing service.

I always put myself in the guest's shoes when providing service.

Inclusion is best defined as:

Including all of our guests in all of our experiences.

Which statement is true about the formula for personality? Options: There is only one way to showcase your personality through your service. It's ok to be inappropriate with guests as long as they laugh. Being disrespectful is only appropriate if it is a part of your personality. It is important to be relatable and approachable.

It is important to be relatable and approachable.

Rachel has worked at the front desk for five years. Her property's management and co-workers all consider her a great source of information. Which of the following statements best describes why they would think that way? Options: She consistently goes out of her way to learn about new services offered at the property and new venues in the surrounding areas., She knows everything there is to know about the history of and changes in the hospitality industry., She shares a new random fact with the staff every day., She once assisted a guest with her algebra homework.

She consistently goes out of her way to learn about new services offered at the property and new venues in the surrounding areas.

Guest Service Gold

Flashcard

•

Business, Life Skills

•

9th - 12th Grade

•

Practice Problem

•

Hard

Wayground Content

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37 questions

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FLASHCARD QUESTION

Front

The number one reason why a guest might not return to your property is ______________.

Back

the customer was dissatisfied with your customer service

FLASHCARD QUESTION

Front

A Golden Opportunity is best described as ____________.

Back

an exchange that can leave a lasting impression on the guest

FLASHCARD QUESTION

Front

Which of the following is NOT one of the ways to improve your guest service?
- Smile and actively listen.
- Make guests feel normal.
- Meet guest expectations.
- Be polite at all times.

Back

Make guests feel normal.

FLASHCARD QUESTION

Front

The seven elements of Guest Service Gold are Recovery, Personalization, Knowledge, Passion, Commitment, Inclusion, and Personality.

Back

True

FLASHCARD QUESTION

Front

Guest recovery is best described as:

Back

responding quickly to a service failure.

FLASHCARD QUESTION

Front

Once a guest leaves your property it becomes easier to fix a problem.

Back

False

FLASHCARD QUESTION

Front

Which of the following examples best describes the outcome of successfully using the guest recovery principles in this training? Options: The guest posts a negative review to a travel site., The situation is resolved to the guest's satisfaction., The situation is handed off to another employee., The guest has checked out and left the property.

Back

The situation is resolved to the guest's satisfaction.

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