Guest Service Quiz

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 the guest asks for your help.

• Once a coworker asks for your help.

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.

Allowing your personality to shine through your service allows guests to:

• get what they need quickly.

• interact with you in a more personal manner.

• ask for things you can't deliver on.

• complain about their service whenever they want.

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.

When you are assisting a person with a disability, you should:

• be patient.

• stay relaxed.

• adapt your behavior to the situation.

• do all of the above.

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 order to better serve guests with disabilities, it is important for you to:

• have a thorough knowledge of the accessible facilities and services your property offers.

• understand the causes and treatments associated with a variety of disabilities.

• insist on providing special assistance regardless of the wishes of the guest.

• treat each guest the same regardless of the specific disability.

If being passionate about your job means you provide guest service that is special to you, using your passions to provide authentic guest service suggests you should:

• put on an act for guests.

• reflect on what inspires you.

• be aggressively friendly.

• offer service when asked.

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.

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.