
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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1.
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
2.
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
3.
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
4.
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.
5.
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
6.
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.
7.
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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