Everyday Excellence: Practical Thinking in Hospitality

Which of the following is an example of proactive service?

• Waiting for a guest to ask for help

• Noticing a guest looking confused and offering guidance

• Cleaning only when a supervisor tells you

• Saying “we’re too busy” when a guest asks for assistance

What’s a key part of maintaining practical thinking in operations?

• Focusing only on your workstation

• Ignoring equipment that’s slightly damaged

• Regularly assessing service areas for gaps

• Letting another shift handle broken items

A guest spills a drink in the lounge. What should you do first?

• Tell housekeeping and walk away

• Place a caution sign and clean it immediately

• Wait for your supervisor’s instructions

• Avoid the area to prevent getting involved

Which of these is NOT one of the 5 service non-negotiables?

• Clean workstations

• Replacing broken crockery

• Offering free upgrades

• Maintaining grooming and hygiene

A guest seems lost and hesitant near the buffet. What’s the best action?

• Watch from a distance to see if they ask for help

• Approach them with a smile and offer assistance

• Assume they’re just browsing

• Wait for a colleague to handle it