Forbes Emotional Intelligence Knowledge Quiz

What is the appropriate way to acknowledge a guest in the morning?

• Do the 15/5 Rule

• Do the 15/5 Rule while putting your hand on your heart

• Wish them a good morning

• Maintain eye contact, smile and verbally wish the guest good morning while using their name

Which of the following is considered inappropriate verbiage when speaking with guests?

• Absolutely

• With pleasure

• Sure

• Excuse me

What should staff do when they see a guest from a distance?

• Look away

• Maintain eye contact and smile

• Greet them in a loud voice

• Keep focusing on their job

What is the 15/5 rule in guest interaction?

• Wave at 15 feet and greet at 5 feet

• Make eye contact at 5 feet and smile at 15 feet

• Smile at 15 feet and wave at 5 feet

• Make eye contact at 15 feet and smile at 5 feet

How should staff respond to a guest's request that cannot be fulfilled?

• Decline without explanation

• Decline and tell them that we are facing challenges

• Offer alternatives

• Ignore the request

What is an example of anticipatory service initiation?

• Allow me to assist you

• I can't help you

• Please wait

• What do you want?

What is the significance of maintaining a gracious tone during interactions?

• It makes the conversation longer

• It helps in building rapport with guests

• It is not important

• It's not preferred as it confuses the guest

Which of the following demonstrates a lack of professionalism?

• Wearing a clean uniform

• Greeting guests too warmly

• Using personal phones in front of guests

• Maintaining eye contact

What should staff do to show genuine interest in guests?

• Avoid personal questions

• Ignore their preferences

• Ask about their hobbies

• Only talk about the hotel

How should staff realizes cross-departmental communication importance?

• It helps me not speak too much with the guest

• Ensure guests do not have to repeat requests

• I can Ignore guest preferences because someone else will ask them

• I don't need to communicate with other departments