Elevate AC Quiz

What are our three core values?

• Harmonious

• Discerning

• Modern

• Unique

What are the Core Values designed to do?

• They are guest facing messaging for marketing and advertising

• They are reminders of how you should behave with above property leaders

• They are lens to look through before, during and after making any decision related to product or service

Being innovative is an example of which core values?

• Modern

• Harmonious

• Discerning

Which core value is all about the details?

• Harmonious

• Discerning

• Modern

Which core value is focused on removing the friction of travel for guests so they can have a seamless stay?

• Harmonious

• Discerning

• Modern

There are 5 Customer Satisfaction Standards (CSS), what is CSS 1 and CSS 2?

• Smiles and Greetings, Use Names

• Respect, Responsible for Facts

• Use Names, Solve Problems

What are the non-verbal behaviors to show respect to our guests?

• Smile

• Tone of Voice

• Courtesy Words

• Eye Contact

What should you answer when a guest ask something you don't know?

• Sorry, I don't know.

• I'm so sorry, it's not my job, you can ask my manager over there

• Please allow me to check with my colleague and get back to you.

To resolve guest complaints, what are the standards we should comply with?

• Listen, Empathize, Arrogant, Resolve, Notify

• Listen, Empathize, Apologize, Resolve, Notify

• Love, Empathize, Apologize, Resolve, Notify

How can we show empathy to our guests appropriately using the L.E.A.R.N. technique?

• If I was in the same situation, I will feel the same...

• I feel you.

• I know right?

• I understand the situation.