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

The situation is resolved to the guest's satisfaction.

The guest posts a negative review to a travel site.

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.

Which of the following options are included in the formula for personalization? Check all that apply.

Greet and look each guest in the eyes.

Always use the guests' name whenever possible.

Look for opportunities to create unique experiences.

Engage in shallow conversation with guests and don't ask too many questions.

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.

Provide great service and use empathy.

Bring her a list of lunch specials at the local deli.

Let her know about all the great deals at other hotels in the area.

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

Provide a list of romantic restaurants in the area.

Recommend dinner at a restaurant with a kids menu.

Recommend a spa day for the wife and a golf outing for the husband, so they can have some time apart.

Timothy is setting up for an important client meeting in one of the hotel's meeting rooms and finds out that one of the booklets he planned on distributing did not print right. Luckily he has the file on his laptop. How might a hotel employee assist Timothy in a knowledgeable way?

Contact a local print shop and print the booklets there.

Recommend Timothy begin the meeting by telling everyone that the booklets didn't print right.

Give Timothy blank sheets of paper so everyone can take notes during his presentation.

Tell Timothy that you're sorry that happened, and return to work.

Being a knowledgeable employee can be best described as:

Providing information that will enhance the guests' experience

Knowing everything and showcasing your intelligence

Telling the guest all of their options, even if the option is inappropriate

Giving the guest an answer even if you aren't sure if the information is correct.

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.

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

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

waiting for guests to ask for help so that you don't get in their way.

sharing service that suggests your personal and professional personality.

knowing that guest service is a team effort that requires everyone's involvement.

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?

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

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 ensures that she greets guests just as enthusiastically as her co-workers.

Passion in the workplace is best defined as:

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

recommending that the guest do everything you like to do while on vacation.

giving the guest the standard service.

doing what is required of you, but nothing more.

Brian is very outgoing and loves to interact with the guest. While working at the front desk what can Brian do to incorporate his passion into his work?

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

He can greet everyone while looking them in their eyes.

He can enlist help from coworkers.

He can greet everyone with the standard greeting.

Being committed includes all of the following EXCEPT:

Look for ways to avoid trying too hard.

Volunteering to help other staff.

Understanding your role in guest service.

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.

Inclusion is best defined as:

Including all of our guests in all of our experiences.

Including all activity options in the information presented to the guests.

Including all employees in developing the plans for the hotel's future.

Including the guests in the entertainment experiences at the hotel.

A disability is: (Check all that apply)

a pre-existing condition that causes an individual to act in an unusual manner.

a physical or mental impairment that limits one or more major life activities.

any medical condition that negatively impacts an individual's quality of life.

something that can be overcome by will-power.

Which statement is true about the formula for personality?

It is important to be relatable and approachable.

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.

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?

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.

Guest Service Gold

Authored by Samuel Williams

Business, Life Skills

9th - 12th Grade

Used 1K+ times

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40 questions

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MULTIPLE SELECT QUESTION

45 sec • 1 pt

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

Personality

Personalization

Positive Attitude

Passion

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

True

False

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

True

False

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Guest Service Gold

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

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

A Golden Opportunity is best described as ____________.

Which of the following is NOT one of the ways to improve your guest service?

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

Guest recovery is best described as:

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

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

The formula for recovery includes which of the following?

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

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