True Responsiveness

Video 1- What is true responsiveness? Choose All Applicable

• Providing guest needs on time with caring manner

• Response to the phone calls

• Responding to Guest Emails

• Provide good service without care

Video 1- What are the skills needed for True responsiveness? Choose All Applicable

• True Attitude

• True listening

• True confidence

• True understanding

Video 1- Responding well depending on … ? Choose All Applicable

• Managing your time and being prepared

• Team work

• Being positive and introvert

• Your manager response

Video 1- What is your understanding of Accountability?

• Own the guest issue and be responsible about solving it

• Doing some accounting

• Accountability is about finance

• Accountable about my work only

Video 2- If the guest asked you about something you are not sure about, how do you respond?

• I am sorry, you can ask front desk

• I will call my colleague for you to ask him

• Ask a manger please

• I will double check and get back to you, shortly

Video 2- How do we mange guest expectations? Choose All Applicable

• Respond immediately

• Gain Agreement

• Resolve guest request and follow up

• Guess what Guest wants

Video 2- What is the meaning of anticipation?

• Use previous experience and observation to provide unasked guest needs

• Guest what guest needs

• Ask your manager about guest needs

• Ask the guest about his/her needs

Video 2- Why did Monika provide extra towels to guest room?

• She forget to put it in the toilets

• Guest has asked for extra towels

• Monika anticipated that the guest will need it as she has kids

• Guest asked her kids to request it from Monika

Video 3- Guest expect immediate resolve to his issues?

• True

• False

• Maybe

• I don't know

Answer explanation

Guest expect immediate response not resolve to his issues

Video 3- Responding with sense of urgency makes the guest feels … ? Choose All Applicable

• We do Care

• Guest's time is important

• We value and respect him/her

• We care about our time only