2. FBS Interacting with Guests - Assessment 1

Many guests rely on the front office agent to have expert knowledge about the property and the local area 

• TRUE

• FALSE

Ms. De Armas approaches Evita at the front desk. She asks whether there are any good hairdressers nearby. Evita frowns and responds like this: "Oh, gosh. I don’t know. Sorry!" This was not a memorable interaction, and Evita also did not perform the property knowledge service essentials. How should she have responded? 

• "I am so sorry, I don’t know. Can I let you know later today?"

• "I am so sorry, I do not know. Please give me a moment to find out for you"

• "Unfortunately, I don’t know. Please ask my colleague, I think she will be able to assist you."

• "Unfortunately, I don’t know. Is there anyting else I can help you with?"

By simply being thoughful when answering guests' question during their stay. Evita can share her property knowledge in a memorable way. 

• TRUE

• FALSE

As a standar, what do you need to know and communicate clearly about the dining outlets at your property?

• Dress code, Location, Ambience and type of cuisine

• Location, Ambience and type of cuisine, Opening and closing times

• Ambience and type of cuisine, Opening and closing times, Dress code

As a standard, what do you need to know and communicate clearly about the facilities at your property?

• Ambience and type of cuisine,

  Prices,

  Dress Code,

  Opening and Closing times,

  Location

• Prices,

  Dress Code,

  Opening and closing times,

  Location

• Dress Code, Ambience and type of cuisine,

  Opening and closing times,

  Location

• Location,

  Opening and closing times,

  Ambience and type of cuisine,

  Prices

Mr. Dupont has specific dining preference due to an allergy. He phones Chesston at the front desk to make a restaurant reservation for this evening. How can Chesston make this interaction memorable for him? 

• "I will make the reservation for you, Mr. Dupont."

• 'I will make the reservation for you, Mr. Dupont. I will inform the restaurant of your dining preferences.''

• 'I will make the reservation for you, Mr. Dupont. Please let me know if you need anything else.''

Mrs. DeWitt approaches Chesston at the front desk and asks him to arrange a babysitter for her daughter Ella. He knows that Mrs. DeWitt was concerned about the safety of her child with the babysitter, as she asked him about this previously. He confirms the date and time, and asks if she has any other special requests. What can Chesston do to make this interaction memorable? 

• 'I will book the service for you, Mrs. DeWitt. Please let me know if I can assist you with anything else.''

• 'I will book the service for you, Mrs. DeWitt. Remember, you can give the babysitter a call anytime and speak to Ella too."

• 'I will book the service for you, Mrs, DeWitt. I can assure you that Ella will be safe and happy.''

If a guest would like to enjoy a cuisine that you do not offer at your hotel, you should be able to recommend a nearby hotel or restaurant partner that offer other options. 

• TRUE 

• FALSE 

Yvonne wants to know how to make the interaction memorable when she is sharing her local expertise with guests. What advice should you give her?

• Have expert local knowledge - make sure you know everything there is to do and experience in your location.

• Have expert local knowledge, and then get to know your guest. Then, simply make good recommendations based on their preferences. 

• Have expert guest knowledge - make sure you study the guest profile thoroughly and listen carefully to pick up clues. 

Evita is assisting guests who are attending an event at the hotel. If she is unsure about where and when meetings and events are being held, she can check the daily printout. 

• TRUE 

• FALSE