Guest Service Gold

Which of these choices are elements of Guest Service Gold? Check all that apply

• Personality

• Personalization

• Positive Attitude

• Passion

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

• the customer never returned to your city

• the customer likes to stay at different places

• the customer prefers the competition

• the customer was dissatisfied with your customer service

A Golden Opportunity is best described as ____________.

• an opportunity that has little effect on the guest's experience

• an opportunity that allows the guest to serve us

• service that is very complicated

• an exchange that can leave a lasting impression on the guest

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.

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

• True

• False

Guest recovery is best described as:

• failing to meet guest expectations.

• knowing what service to provide.

• responding quickly to a service failure.

• offering the guest a positive surprise.

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

• True

• False

Which of the following examples best describes the outcome of successfully using the guest recovery principles in this training?

• 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.

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.

Creating a customized visit for a guest to make their experience stand out best describes which Guest Service Gold element?

• Inclusion

• Commitment

• Personalization

• Recovery