5. FBS Guest Service VS Guest Engagement _ Assessment 1

Guest engagement is the act of doing something. Guest service is how you make the Guest feel while doing it. 

• TRUE 

• FALSE 

Guest engagement can also be seen as hospitality. 

• TRUE 

• FALSE 

Making a Guest feel welcome and taken care of when greeting them is an example of providing a Guest service, not an example of Guest hospitality. 

• TRUE 

• FALSE 

Mandy is staying at your property and is dissatisfied with the cleanliness of her room. She is very upset and lodges a complaint at the front desk. The Front Desk employee notifies you and you notify Housekeeping of the complaint. In this situation who is responsible for improving Mandy's Guest experience? 

• You, the Manager 

• The Front Desk employee 

• The Housekeeping staff 

• Everyone involved in resolving the complaint

You can delegate your responsibility in leading your team in the areas of expected quality and style of Guest experience to an employee. 

• TRUE

• FALSE 

Which of the following is an example of a Manager's role in providing excellent Guest service? 

• Ensure the team provides only the bare minimum in every Guest experience

• Communicate only other departments' standards and best practices 

• Leave the team to do their jobs without following up with their quality of performance

• Compile reports and Guest satisfaction surveys to track how successful the team is 

A Manager implementing active listening and informing staff of Guest expectations will have a negative impact on Guest engagemnet. 

• TRUE 

• FALSE

You can build a long-term relationship with Guests by being present with staff and communicating expectations. 

• TRUE 

• FALSE 

As a Manager, you should make sure you have a plan for your day to avoid feeling overwhelmed while leading your team and managing the Guest experience. 

• TRUE 

• FALSE 

What is important when making a customer a Guest? 

• How the customer looks

• The service the customer has paid for 

• How you make the customer feel 

• Your opinion of the customer