BUILDING TRUST AND CONFIDENCE

1. It contains the list of details Special Request details commonly provided by or for VIP guests prior to their arrival.

• A. Guest Book

• B. Carte Blanche

• C. Concierge

• D. Reservation

2. Characteristic of a valet where he ensures beyond all doubt everything told, explained, or discussed with the guest is true, up-to-date, and accurate.

• A. Credible

• B. Friendly

• C. Trustworthy

• D. Pro-active

3. A valet demonstrates initiative to prove they are thinking and acting on the guest’s behalf and to their advantage and benefit

• A. Credible

• B. Friendly

• C. Trustworthy

• D. Pro-active

4. The following are important standards relating to communication between valets and guests EXCEPT:

• A. Know when to speak

• B. Listen

• C. Observe

• D. Pro-active

5. Crissa is the assigned valet of the day had witnessed and heard important matters being talked about by the VIPs. What principle or standard of a valet service she needs to apply?

• A. Being Pro-active

• B. Not interfering with the guest.

• C. Working quietly in the background.

• D. Seeing everything and saying nothing.

6. Which of the following statement is a violation of communication standards?

• A. Keep information provided by staff confidential.

• B. Any conversations or observations with the support staff must keep confidential.

• C. The valet's duties are likely to intersect with the guest’s staff.

• D. There is a need to interact cooperatively with the guest’s staff.

7. The following are principles of communication EXCEPT:

• A. Every message must have a purpose.

• B. Messages should match the interests and abilities of the guest.

• C. Freaking out when guests talk aloud.

• D. Chosen words should be within the experience range of the guest.

8. Which of the following is NOT a correct statement when using verbal messages?

• A. Appropriate inflection, tone, and language

• B. Correct words with correct pronunciation

• C. Clear and concise

• D. Fast speed and high volume

9. The valet and their guest's mutual agreement and harmony.

• A Goodwill

• B. Credibility

• C. Rapport

• D. Trustworthy

10. A generic term referring to intangible elements of the relationship involving a blend of sentiments.

• A. Goodwill

• B. Credibility

• C. Rapport

• D. Trustworthy