Front desk managers training + Behavioral Training on guest

What does SSG stands for?

• SEE-SMILE-GREET

• SEE-SELECT-GREET

• SMILE-SELECT-GREET

• None of the above

Is it important to make eye contact with the guest while addressing the guest?

• Yes

• No

Anil is the FOE at the hotel and guest comes to the reception and asked Anil if ha can arrange a chip and cold drink for him, he checked that all his staff is occupied/busy. What he will do in this situation?

• Directly deny to the guest.

• Asked the guest for some time so that staff can get free and can buy item for the guest

• If a guest is not ready to wait can guide the guest about the market.

• Option 2nd and 3rd

Rajan is the front office executive, guest is not happy with the stay at the hotel and complaining at the reception. What will Rajan do in this situation?

• Apologize the guest for the inconvenience

• Make a note of the complain and listen to the guest carefully

• Assure guest that this will be taken care in next stay

• All of the above

If guest is unable to provide the photo ID card, what will FOE do in this situation?

• Can ask the guest if the ID card can be arranged and if someone can email us the ID card

• If Id card is not available and neither can be arranged that politely deny for the check-in

• Both 1st and 2nd

While putting the guest call on hold it is mandatory to take permission of the guest to put the call on hold?

• Yes, it is important

• No, it is not important.

If guest gives us 1 star and 2 star rating what does it means and how it affects the hotel?

• It means guest is unhappy with the service and 1 and 2 star will decrease our 3C score

• It means Guest is unhappy but it will not impact the hotel.

• None of the above

Why confirmation call for guest arrival is important?

• It will help in planning things in advance

• Helps in smooth check-in of the guest

• Helps in making room ready before the guest arrival

• All of the above

What all things needs to be updated to the guest at the time of check-in?

• Reception Number

• Breakfast timing

• Wifi password

• All of the above

While taking food order you also upsell the guest for different food items?

• Yes

• No