Guest Relations Review Quiz

You are required to do this at least 2xs during the call

• Brand the call

• Use Pleasantries

• Say the Guest Name

• ask for additional assistance

True or False: We do not use the Category Restaurant Feedback - Other- Poor Service

• True - We should always find a category to match the issue.

• False - We should use it when the guest is complaining of poor service.

" We visited our local Red Robin and I have got to say that things have taken a turn for the worst. Although our server was great she was stretched far too thin. No one was cleaning the floors or the tables and I don't even want to mention the restrooms."

• Restaurant Feedback - Server / Bartender

• Restaurant Feedback - Cleanliness

• Restaurant Feedback - Hostess

• Restaurant Feedback - Manager

What are the 2 sections on the Guest profile that you should check if the Guest did not receive their Birthday Reward?

• That their phone number is verified and that their birthday is entered.

• That they are opted in for emails and that their birthday is entered.

• That their phone number is verified and that they are opted in for emails.

• We don't have to check anything. If the Birthday reward is not there we should just apply it to the account.

"I did not receive credits for my last purchase."

• Royalty - Royalty Program Inquiry

• Royalty - Profile Updates

• Royalty - Buy 9 get 10

• Royalty - Credits

When selecting the Web category Restaurant Feedback you also need to fill in the...

• Order Mode

• The restaurant info

• A note

• The description

All Guest Relation teammembers handle escalated cases.

• True

• False

"My burger was very sloppy to eat and it was missing the tomatoes."

• Restaurant Feedback - Food Quality

• Restaurant Feedback - Bottomless Execution

• Restaurant Feedback - Order Accuracy

• Restaurant Feedback - Other - Poor Service

There should be no longer than 2 minutes of this at a time

• Hold

• Dead Air

• Rapport

• ACW

What is a Service Now case?

• A case created by the resturant asking us to recover the guest.

• A case we should transfer to another agent.

• This is a trick question!

• A request that we should not recover the guest for.