Guest Service Gold Quiz

Using your knowledge of your property’s changing amenities and services to help guests get the most out of their day best describes your:

• personal commitment to continue learning.

• ability to meet minimum service standards.

• talent for touching guests emotionally.

• talent for making people think you know everything.

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.

Allowing your personality to shine through your service is important because:

• guests don’t want to talk to someone who sounds stiff and impersonal.

• guests need to know who is in charge at the property.

• guests won’t want to talk with hotel staff.

• guests will write positive reviews.

Providing extraordinary service for guests with disabilities:

• is the responsibility of the manager or supervisor on duty.

• is difficult and should be done only by experienced hotel staff.

• is not really that different from the same great service you provide to all guests.

• is not required, unless the guest makes a specific request.

Giano works in the maintenance department. As he’s walking through the lobby to repair a broken air conditioner, he notices a guest struggling to walk through the lobby doors with her umbrella. Which of the following responses is the most appropriate example of using the principles of commitment to provide outstanding service in this situation?

• Giano should walk to the door and hold it open and introduce himself to the guest.

• Giano should continue to his destination to avoid slowing down his progress.

• Giano should radio to security and ask someone to come help the guest.

• Giano should do nothing because the guest never asked for help.

Being knowledgeable of your property and the surrounding area means:

• identifying information that you can use when guests have questions or need assistance.

• distinguishing a service response that feels real to a guest.

• identifying the appropriate service to satisfy a guest’s need.

• planning the appropriate way to provide a surprise to a guest.

In addition to being on the lookout for ways to raise the quality of the 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’s 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.

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.