IHG Problem Handling

IHG Problem Handling

Professional Development

5 Qs

quiz-placeholder

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IHG Problem Handling

IHG Problem Handling

Assessment

Quiz

Professional Development

Professional Development

Easy

Created by

IHGBrain Storming

Used 4+ times

FREE Resource

5 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Guest expects _______________,________________ and _________________.

friendly service, clean-well maintained rooms and consistency

complimentary, dirty and costly

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

What is the acronyms of ILEA2D?

Ignore, Listen to the manager, Escape from problem, Apologise, Deliver, Demand

Identify the problem, Listen to the guest, Empathize, Apologize, Deliver, Delight

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

"It's about doing the things that matter the most and doing it consistently."

True

False

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Guest feedback platform which effects our Heartbeat scores is __________ .

RizePoint

Medallia

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Taking ownership of the problem helps you to build __________ & _________ between you and the guest.

loyalty & trust

friendship & value for money

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