Guest Identify

What is the most effective way to identify a VIP guest?

• Look for casual clothing
• Observe seating preferences
• Check PMS/reservation notes
• Wait for guest to mention their status

Which behavior likely indicates a business traveler?

• Taking photos
• Browsing on a laptop
• Visiting the buffet
• Sitting casually

What is a key trait of European guests based on the document?

• Prefer casual service
• Expect immediate service
• Value privacy
• Travel in family groups

How should staff interact with Middle Eastern guests?

• Offer informal service
• Focus on privacy and premium service
• Assume dietary restrictions
• Avoid offering family-friendly spaces

What is the first step in observing a guest's satisfaction level?

• Ask directly
• Monitor body language, facial expressions, and tone of voice
• Wait for complaints
• Focus only on words

What is the best approach when a guest shows neutral behavior?

• Avoid engaging
• Subtly engage to gauge their preferences
• Assume dissatisfaction
• Offer free services

What should you say to proactively assist a waiting guest?

• "I’ll check immediately for you"
• "Why are you standing here?"
• "Please be patient; we’re doing our best"
• "Would you like a snack while you wait?"

How should you greet a travel agent inspecting the property?

• "Would you like to see a setup?"
• "Is this your last inspection today?"
• "Feel free to wander around on your own"
• "Guests don’t need inspections—why do you?"

How should staff respond to loud complaints?

• Ignore the behavior
• Respond with empathy and escalate if necessary
• Wait for the guest to approach another staff member
• Politely tell the guest to lower their voice

What is a proactive follow-up after resolving a guest issue?

• "We hope you're satisfied now and won’t face any more problems"
• "Everything should be fine now. Let us know if there’s anything else."
• "I hope everything is better now. Please don’t hesitate to let me know if you need anything more."
• "We’ve resolved your issue, so enjoy your stay."