Amplified Service 2021: Step #3 and #4 KNOWLEDGE CHECK

Amplified Service 2021: Step #3 and #4 KNOWLEDGE CHECK

Multiple Select

What are some of the examples for non-verbal clues?

• Body Language

• Attire

• Activity

• Voice tone

• Pace

NON VERBAL CLUES

•Body language. Are they sitting arms crossed? Are they laughing and having fun? Are they singing along to a song? Do they seem sad?

•Accent. Do they have an accent different from the location of your Cafe, Hotel, Casino?

•Voice. Do they sound happy? Annoyed? Distressed?

•Pace/stride. Are they walking quickly, as if they’re in a hurry? Are they standing still, looking at Memorabilia/signage?

•Attire. Are they in town for a business meeting? Heading to the pool? On their way for a round of golf?

•Activity. Are they on their phone? Working on a laptop? Reading a book?

•Companionship. Are they traveling alone? Are they on holiday with their family? Are they with their significant other?

Open Ended

You: How is your day going so far?

Guest: Not good. The kids are bored, we are not sure what to do here.

You:

(How would you respond?)

Multiple Select

What are the three things you need to do to deliver a great performance?

• looking for opportunities to make an impression

• personalizing the experience

• creating moments

• being super friendly hoping they will forgive us if we do mistake

Multiple Select

KEEP YOUR FOCUS ON THE GUEST

What are some of the activities you could do for the above?

• Give them your attention

• Don’t get distracted by what is happening around you.

• Make eye contact with the guest

• Speak slowly and at the appropriate tone or volume

Speak slowly and at the appropriate tone or volume will refer to:-

BE POLITE AND HAVE A GRACIOUS TONE

Multiple Choice

All these are appropriate ways to serve our guest in a Safe + Sound manner EXCEPT:-

• Appropriately use hand gestures to reinforce

• Share information with your guests proactively and often

• Our facial expressions doesn't matter since our face is covered with face mask

• Raise volume of our voice to match the needs of our guest

Multiple Choice

Guest: "I'm a big fan of Rihanna since forever!!"

Which Memorabilia would you show and talk about to the guest?

Open Ended

Guest: "We just checked in and there's a stain on the bedsheet. It also feels musty inside the room".

Your responds: