Leading Quality Assurance

How many time should the phone ring before answering?

• 3 rings/ 10s

• 3 ring/5s

• 3 rings

• 10s

Should you have a caller on hold for 60 minutes?

• True

• False

Should you ask the caller permission to put them on hold?

• True

• False

When interacting with guests employees should…

• Have full knowledge of their duties with confidence.

• When unsure look around for help.

• Follow up with guest request.

• Nod and listen.

By LQA Standards items should be delivered in 15 seconds. At Rosewood we aim to deliver in...

• 12 seconds

• 10 seconds

• 5 seconds

• 8 seconds

What is acceptable background noise.

• Colleagues Talking

• Laughing in the background

• Alarm

• None of the above

Upon approaching the concierge desk, if a queue is present how quickly should assistance be offered?

• Within 30 seconds

• Within 10 minutes

• Within 1 minute

• Within 5 seconds

What is the maximum amount of time you should place someone on hold?

• 25 seconds

• 30 seconds

• 1 minute

• 2 minutes

If a guest approaches the concierge desk what should you do?

• Stand and greet the guest!

• Sit and acknowledge the guest.

• Keep typing and ask them to give you a minute.

• Do not give them eye contact.

How many times should you use the guest name?

• There are no amount of times, once it is used naturally

• 4 times

• twice

• 3 times