Guest Service

Which of the following examples best describes the outcome of successfully using the guest recovery principles in this training?

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

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

• The situation is handed off to another employee.

• The guest has checked out and left the property.

Management recently introduced new pet-friendly policies for several of the guestrooms at your property. Michelle, a frequent guest, has severe allergies and has called the front desk to complain about pet hair in her room. Which of the following responses is the best example of going above and beyond by using guest recovery principles to provide outstanding service in this situation?

• Ask a member of housekeeping to clean the room.

• Inform the guest that the property has adopted new pet friendly policies.

• Personally apologize for the inconvenience and relocate the guest to another room quickly.

• Ask a member of security to confirm the presence of pet hair in the room.

Which of the following is part of the Guest Recovery Formula?

• Enlisting the help of coworkers.

• Using empathy, apologize for the inconvenience and disruption to their stay.

• Using humor to downplay the seriousness of the problem experienced by the guest.

• Offering the guest a free night’s stay, regardless of the problem experienced by the guest.

Guest Recovery is best described as:

• knowing what service to provide

• responding quickly to a service failure

• offering guests a positive surprise

• providing a standard level of service

At what point should you get involved in a guest service opportunity?

• As soon as you recognize the guest’s need

• Only after you notice a guest service failure

• Only if a guest asks you for help

• Once a coworker asks for your help

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

• in control of their stay at the property

• just another guest at the property

• more important than anyone else at the property

• dealing with a person who cares about them

In addition to being on the lookout for ways to raise the quality of service you provide to guests, you should also look for ways to:

• provide feedback to co-workers

• get recognition for your services

• lower the cost of service offered

• personalize the service you offer

Personalized guest service is best described as:

• identifying ways to look good to management

• identifying ways to make a guest experience unique

• demanding co-workers provide similar service

• persuading others to offer great service

Which of the following examples best describes the outcome of providing personalized guest service?

• The guest complains more about little problems.

• The guest will expect special treatment.

• The guest feels special and appreciated.

• The guest will become increasingly difficult to please.

During his previous stay, you noticed that Mr. Zemeal left a crumpled-up newspaper and a notepad on the desk. Two weeks later you see that Mr. Zemeal will once again be staying at the hotel. Which of the following responses is the most appropriate example of personalizing your guest service in this situation?

• Arrange for a newspaper to be delivered later that day.

• Prepare the room normally so that you don’t get behind.

• Leave a magazine on the bed.

• Leave a copy of today’s newspaper and a notepad on the desk with a note welcoming him back to the hotel.