Guest Service Gold

When is the most appropriate time to get involved in a guest service situation?

• When management tells you to get involved

• When you first recognize the guest’s needs

• When a co-worker requests your assistance

• When a guest specifically asks for your help

In order to be a guest service champion, you must:

• tell guests the service you provide

• avoid guests’ wants and needs.

• get involved with guests.

• pretend to care for guests.

Which of the following examples best describes the outcome of following through on exceptional service for a guest situation?

• The guest posts a negative review to a travel site.

• The guest has checked out and left the property.

• The situation is resolved to the guest’s satisfaction.

• The situation is handed off to another employee.

Which of the following is the most important element of communicating with guests?

• Talking to guests

• Listening to guests

• Fixing guest issues

• Making excuses

Diane, a front-desk representative at your property, always provides adequate guest service but says she fears taking risks to get involved with guests to provide exceptional guest service. Which of the following qualities of aguest service champion is she lacking?

• consideration

• consistency

• compassion

• confidence

Which of the following is the best example of using your intuition to provide exceptional guest service?

• Be on time to work and prepared to provide service to your guests.

• Determine the type of service that will get you noticed by your guests.

• Make sure to always smile and personally greet guests you encounter.

• Observe guests to identify service they may not yet recognize they need.

You are seating a group at your property’s restaurant and hear them discussing the special dietary needs of one of the guests. Which of the following responses is the best example of using initiative to go above and beyond toprovide outstanding service in this situation?

• Respect the guest’s privacy and continue with the meal service as usual.

• Ask the chef to visit the table to discuss other available menu options.

• Be prepared to discuss ingredients and cooking methods of menu items.

• Express your concern by asking the reason for the special restrictions.

Miguel has worked as a bell person for five years. His property’s management and co-workers all consider him a guest service champion. Which of the following statements best describes why they would think that way?

• He does not accept tips from guests when helping them with their luggage.

• He consistently goes out of his way to create great guest service experiences.

• He arrives for work on time with a clean uniform and a smile on his face

• He once assisted a guest having a heart attack in the guestroom hallway

You are working the front desk during one of the worst rainstorms your area has ever seen. Which of the following is the most appropriate example of using empathy to go above and beyond to provide extraordinary service in this situation?

• Position rubber mats at the main entrance doors to help control the water.

• Ask housekeeping for a supply of towels to make available for wet guests.

• Tell guests to walk slowly and watch their step on the lobby’s marble floor

• Place caution signs on the wet floor to indicate a slip hazard to your guests

As a concierge at your property, you are arranging a rental car for a guest when he mentions the bathtub in his room isn’t draining properly. Which of the following responses best describes the final step of following through on excellent guest service in this situation?

• You call the guest to check the repaired tub now drains properly.

• You contact maintenance about the guest’s concern with the tub.

• You make a note of the problem with the tub in the concierge log.

• You tell the guest the hotel’s bathtubs always tend to drain slowly.