Service Test

All employees at your property have at least two main responsibilities. one of those responsibilities is to do the job they were hired to do, the other is to:

• Prevent costly mistakes

• Provide outstanding guest service

• Make guests aware of all the properties amenities

• Help the property make money

A disability is:

• any medical condition that negatively impacts an individual's quality of life

• a pre-existing condition that causes an individual to act in an unusual manner

• a physical or mental impairment that limits one or more major life activities

• all of the above

In order to better serve guests with disabilities, it is important for you to....

• understand the cause and treatment associated with a variety of disabilities.

• treat each guest the same regardless of the specific disability.

• have a thorough knowledge of the accessible facilities and services your property offers.

• insist on providing special assistance regardless of the wishes of the guest.

Providing extraordinary service for guests with disabilities

• is not really that different from the same great service you provide to all guests.

• is difficult and should be done only be experienced hotel staff.

• is not required, unless the guest makes a specific request.

• is the responsibility of the manager or supervisor on duty.

Tom works in the maintenance department. As he is walking through the lobby to repair a broken air conditioner, he notices a guest struggling to walk through the lobby doors with her umbrella. Which of the following responses is the most appropriate example of using the principles of commitment to provide outstanding service in this situation?

• Tom should do nothing because the guest never asked for help.

• Tom should continue to his destination to avoid slowing down his progress.

• Tom should radio to security and ask someone to help this guest.

• Tom should walk to the door and hold it open and introduce himself to the guest.

Being knowledgeable of your property and the surrounding area means

• distinguishing a service response that feels real to the guest.

• identifying information that you can use when guests have questions or need assistance.

• planning the appropriate way to provide a surprise to a guest.

• identify the appropriate service to satisfy a guest's needs.

Injecting personality into your service can make a guest feel that they are:

• More important than anyone else at the property.

• In control of their stay at the property.

• Just another guest at the property.

• Dealing with a person who cares about them.

Allowing your personality to shine through your service allows guests to:

• Ask for things you can't deliver on.

• Interact with you in a more personal manner.

• Complain about their service whenever they want.

• Get what they need quickly.

Using your knowledge of your property's changing amenities and services to help guests get the most out of their day best describes your

• ability to meet minimum standards.

• personal commitment to continue learning.

• talent for touching guests emotionally.

• talent for making people think you know everything.

Which of the following is the most important reason to be knowledgeable about your property and the surrounding area?

• Guests see you as a trustworthy source of information.

• Your peers will think you are smart.

• Guests see you as the smart one on the property.

• Your supervisor expects you to know everything.