LC Service Training

When a guests asking for a recommendation, employees should:

• Recommend the option that is least expensive.

• Recommend properly facilities, services, and active activities before recommending those of outside business.

• Avoid recommending several and facilities.

• Permission from manager.

What should employees do if a guest expresses dissatisfaction with a service?

• Ignore the complaint and move on.

• Listen actively and offer a solution.

• Blame the guest for their expectations.

• Refer them to a manager immediately.

How can employees ensure they provide excellent customer service?

• By avoiding any personal interaction.

• By following a strict script.

• By being attentive and responsive to guest needs.

• By prioritizing their own comfort over guest satisfaction.

When handling a guest's special request, employees should:

• Tell the guest it is not possible.

• Confirm the request and ensure it is fulfilled.

• Ask for additional payment before proceeding.

• Make a note and forget about it.

What should you do if your unable to resolve the guest complaint

• Apologize to the guest, but explain that these are nothing you can do.

• Challenge with guest to come up with a reasonable complaint.

• Thanks the guest for complaint.

• Immediately contact your manager.

What is the best way to follow up with a guest after resolving their issue?

• Ignore the guest after the issue is resolved.

• Call the guest to ensure they are satisfied with the resolution.

• Ask the guest to leave a review immediately.

• Send a generic email without personalization.

How should employees handle a situation where a guest is being rude?

• Immediately involve security.

• Ignore the guest and walk away.

• Respond with rudeness to match their tone.

• Remain calm and professional, and try to de-escalate the situation.

What should employees do if they do not know the answer to a guest's question?

• Refer the guest to another employee without explanation.

• Make up an answer to avoid looking unknowledgeable.

• Admit they do not know and offer to find out.

• Change the subject to something else.

Which of the following is an example of positive body language?

• An upright posture

• Crossed arm

• Hands in pocket

• Pointing

What is an effective way to handle a guest's feedback?

• Dismiss the feedback as unimportant.

• Argue with the guest about their perspective.

• Thank the guest for their feedback and take notes.

• Only acknowledge the feedback if it is positive.