Guest Services

When is the BEST time to get involved with a guest service problem?

• When management tells you to get involved

• When you first recognize the guest’s needs

• When a co-worker requests your assistance

• When a guest specifically asks for your help

In order to be a guest service champion, you must:

• provide guest information about services.

• elude (avoid) guests’ wants and needs.

• get involved with guests.

• pretend to care about guests.

Which of the following examples BEST describes the outcome of following through on great service for a guest issue?

• The guest posts a bad review to a website.

• The guest has left the property.

• The situation is fixed to the guest’s approval.

• The issue is given to your co-worker.

Which of the following is the most important element of communicating with guests?

• Talking to guests

• Listening to guests

• Fixing guest issues

• Making excuses

• Placing blame on others

Mr. Anthony Williams, a front-desk representative at your property, always delivers acceptable guest service but says he fears taking risks to get involved with guests to provide outstanding guest service. Which of the following qualities of a guest service champion is he missing?

• consideration

• consistency

• compassion

• confidence

Which of the following is the BEST example of using your intuition to provide outstanding guest service?

• Be on time to work and be ready to deliver service to your guests.

• Decide the type of service that will get you noticed by your guests and supervisor.

• Make sure to always smile and personally greet guests you encounter.

• Observe guests to find out what service they may not yet recognize they need.

You are seating a group of guest at your property’s restaurant and overhear them chatting about the dietary needs of one of the guests. Which of the following responses is the BEST example of using initiative to go above and beyond to provide exceptional service in this situation?

• Respect the guest’s privacy and carry on with the meal service.

• Ask the chef to stop at the table to go over other available menu choices.

• Be ready to confer about ingredients and cooking procedures of menu items.

• Express your concern by questioning the reason for the special dietary problems.

Mrs. Kaylie Ward has worked as a bell person for 2 years. Her property’s management and co-workers all think of her a guest service champion. Which of the following statements BEST describes why this would be?

• She does not take tips from guests when helping them with their luggage.

• She always goes out of her way to create exceptional guest service experiences.

• She arrives for work on time with a clean uniform and a smile on her face.

• She once helped a guest having a panic attack in the hallway.

You are working the front desk during one of the worst downpours you have seen. Which of the following is the most appropriate instance of using empathy to go above and beyond to deliver amazing service in this situation?

• Put mats at the main entrance doors to control the water.

• Ask housekeeping for a supply of towels to make available for wet guests.

• Tell guests to walk slowly and watch their step on the lobby’s slippery floor.

• Place hazard signs on the wet floor.

As a concierge at your property, you are arranging a rental car for a guest when he indicates the toilet in his room isn’t flushing. Which of the following responses BEST describes the FINAL step of following through on excellent guest service in this situation?

• You call the guest to check the repaired toilet now drains properly.

• You contact maintenance about the guest’s concern with the toilet.

• You make a note of the problem with the toilet in the concierge log.

• You tell the guest the hotel’s toilets always have issues.