Guest Service

When is the most appropriate time to get involved in a guest service situation?

• A) When management tells you to get involved

• B) When you first recognize the guest’s needs

• C) When a co-worker requests your assistance

• D) When a guest specifically asks for your help

Which of the following is the most important element of communicating with guests?

• A) Talking to guests

• B) Listening to guests

• C) Fixing guest issues

• D) Making excuses

Which of the following is the best example of using your intuition to provide exceptional guest service?

• A) Be on time to work and prepared to provide service to your guests.

• B) Determine the type of service that will get you noticed by your guests.

• C) Make sure to always smile and personally greet guests you encounter.

• D) Observe guests to identify service they may not yet recognize they need.

You are working the front desk during one of the worst rainstorms your area has ever seen. Which of the following is the most appropriate example of using empathy to go above and beyond to provide extraordinary service in this situation?

• A) Position rubber mats at the main entrance doors to help control the water.

• B) Ask housekeeping for a supply of towels to make available for wet guests.

• C) Tell guests to walk slowly and watch their step on the lobby’s marble floor.

• D) Place caution signs on the wet floor to indicate a slip hazard to your guests.

As a concierge at your property, you are arranging a rental car for a guest when he mentions the bathtub in his room isn’t draining properly. Which of the following responses best describes the final step of following through on excellent guest service in this situation?

• A) You call the guest to check the repaired tub now drains properly.

• B) You contact maintenance about the guest’s concern with the tub.

• C) You make a note of the problem with the tub in the concierge log.

• D) You tell the guest the hotel’s bathtubs always tend to drain slowly.

In a conversation with a guest traveling on business, you discover he is missing his daughter’s birthday celebration while he’s away. Which of the following responses is the most appropriate example of using empathy to provide extraordinary service in this situation?

• A) Offer your sympathies and remind him his daughter will have other birthdays.

• B) Point out the local entertainment options to take his mind off his daughter.

• C) Present him with a birthday card signed by the staff to give to his daughter.

• D) Make arrangements for his daughter to travel to the hotel to surprise him.

A group of guests are staying at your property as part of a local softball tournament. Which of the following responses is the most appropriate example of providing guests a surprise that goes above and beyond standard service in this situation?

• A) Provide players with directions to the nicest day spa in the area when asked.

• B) Assemble employees to wish the players luck as they leave for their first game.

• C) Put all the softball players on one floor so they aren’t bothered by other guests

• D) Highlight amenities such as fitness equipment and pool hours during check-in.

When using your intuition to provide guest service that goes above and beyond, which one of the following strategies is most helpful?

• A) Quote your company’s policies.

• B) Refer the guests to someone else.

• C) Ask the guests probing questions.

• D) Always use an established response.

In addition to being on the lookout for ways to raise the quality of the service you provide guests, you should also look for ways to:

• A) customize the service you offer.

• B) lower the cost of service offered.

• C) get recognition for your services.

• D) provide feedback to co-workers.

All of the following are examples of professional behavior guidelines EXCEPT:

• Acting confident and self-assured

• Being fun and friendly

• Addressing the person by name

• Avoiding eye contact