True Hospitality

True Hospitality is about making everyone feel welcome and cared for, recognized and respected, whoever and wherever they are in the world.

True Hospitality is our .....

• InterContinental Brand Promise

• IHG Brand Promise

Approaching each day with positivity and enthusiasm, which means about being caring, wanting to make a positive difference and building genuine connection with guests and colleagues. This is True ____________

True ___________ is focusing on what your guest is saying and picking up body language that is often overlooked and understanding what the guest wants and needs.

• Attitude

• Responsiveness

• Listening

• Confidence

Having the knowledge and skills to perform your role and giving guest the assurance that you are able to help and support them during their stay is a true ___________

• confidence

• attitude

• responsiveness

• listening

When we greet our guests and would like to show our friendliness and enthusiasm, we have 10-5 Rule. What is it? Choose 2

• 10 rule means when the guest is 10 meters away from you, make eye contact and smile

• 10 rule means when the guest is 10 steps away from you, make eye contact and smile

• 5 rule means when the guest is 5 steps away, verbally greet the guest warmly

• 5 rule means when the guest is 5 meters away, greet them verbally.

Below are the things that we need to do and to understand True Confidence. Except?

• Believe in yourself

• Knowing your role and responsibility, also how to do it

• Well Prepared

• Being Friendly

How do you show to the guest that you recognize the facts, feeling and intention during the conversation? Choose all that you think are true to you.

• Listen carefully and re-state the key points

• Clarify if you do not understand, do not assume

• Read non-verbal cues to find out guest feeling

• Being empathetic and say that you recognize their feeling

• Find out reason behind the guest request, decision, needs and wants

"Certainly Mr. James, I will be happy to assist you. I'll call Housekeeping Attendant to come to your room within 15 minutes to deliver the extra towels you need."

Is this a response or resolution?

• Response

• Resolution

• Neither response or resolution

"The waiter inform the guest about the information that the guest requested."

Is this a response or a resolution?

• Resolution

• Response

• Neither response or resolution