Guest Service Gold

Guest recovery is best described as:

• failing to meet guest expectations.

• knowing what service to provide.

• responding quickly to a service failure.

• offering the guest a positive surprise.

The seven elements of Guest Service Gold are Recovery, Personalization, Knowledge, Passion, Commitment, Inclusion, and Personality.

• True

• False

Being a knowledgeable employee can be best described as:

• Providing information that will enhance the guests' experience

• Knowing everything and showcasing your intelligence

• Telling the guest all of their options, even if the option is inappropriate

• Giving the guest an answer even if you aren't sure if the information is correct.

Avery frequently stays at your hotel when she comes into town on business. Which option would best follow the guidelines of personalization?

• Provide great service and use empathy.

• Leave a handwritten note with a coupon to her favorite coffeeshop in her room.

• Bring her a list of lunch specials at the local deli.

• Let her know about all the great deals at other hotels in the area.

Everyone's personality should be the same in the workplace.

• True

• False

Which of the following is NOT one of the ways to improve your guest service?

• Smile and actively listen.

• Make guests feel normal.

• Meet guest expectations.

• Be polite at all times.

A Golden Opportunity is best described as ____________.

• an opportunity that has little effect on the guest's experience

• an opportunity that allows the guest to serve us

• service that is very complicated

• an exchange that can leave a lasting impression on the guest

Which of these options is NOT included in the formula for knowledge?

• Always give the guest an answer, even if you don't know.

• Enlist help from your coworkers.

• Approach every situation as a learning experience.

• Know your surroundings, property, and amenities.

The number one reason why a guest might not return to your property is ______________.

• the customer never returned to your city

• the customer likes to stay at different places

• the customer prefers the competition

• the customer was dissatisfied with your customer service

Being committed to providing outstanding guest service is best described as:

• waiting for guests to ask for help so that you don't get in their way.

• sharing service that suggests your personal and professional personality.

• knowing what service guests need without having them to specifically ask.

• knowing that guest service is a team effort that requires everyone's involvement.