Pre-Test

When is the best time to get involved with guest problem?

• 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

Which of the following examples describes the outcome of following through on great service for a guest issue?

• The guest posts a bad review to a website

• The guest has left the property

• The situation is fixed to the guest's approval

• The issue is given to your co-worker

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

• Talking to the guests

• Listening to the guests

• Fixing the guest issues

• Making excuses

How can you delight a guest?

• Make sure you have money available to cover supplies

• Ask what service the guest wants

• Find out how you can surprise the guest

• Think of service that is completely unusual

You should always be aware of ways to raise the quality of the service you provide for the guest, but you should also look ways to:

• Personalize the service you offer

• Lower the cost of service

• Get recognition for your services

• Provide feedback to the staff

When providing outstanding guest service, a professional hospitality staff should:

• Act like a manager would in the situation

• Be focused on company procedures

• Treat guests with dignity and respect

• Tell jokes and keep guests entertained

The key to resolving costumer complaints is to?

• Emphasize that others have had similar complaints

• Make sure the customers realize you are right

• Ensure the customer's satisfaction

• Blame someone else

Service is difficult to evaluate before the experience. Service provides exert effort to tangibles the intangibility. Which of the following does not support this strategy?

• Creating a strong word-of-mouth

• Establishing a good business image

• Engaging in customer feedback

• Lowering the price

How can you provide each guest with a guest service experience?

• Spend the exact same amount of money on each guest

• Look for ways to personalize your service

• Provide the standard service your management expects

• Make guests happy no matter what it costs the property

Empathy is best described as:

• Offering guests appropriate and genuine service

• Showing the guest you understand the way they feel

• Following through on the promise of great service

• Asking questions to know what service guest needs