Plus One Service

A guest enters the hotel lobby looking around uncertainly.
What subtle cue tells you the guest needs assistance?

• The guest is smiling and walking confidently

• The guest is scanning the room and hesitating

• The guest is talking on the phone

• The guest is reading a brochure

A guest’s water glass is nearly empty while they chat with a companion.
What Plus One action should the server take?

• Wait until the guest asks for water

• Ask if they want dessert

• Refill the glass quietly without interrupting

• Clear the table immediately

A family with children arrives after a long flight.
What gesture demonstrates Plus One Service?

• Offer a welcome drink and quick check-in

• Ask for passports immediately

• Direct them to the elevator

• Hand over the room key silently

A guest’s birthday card is visible on the desk.
What Plus One opportunity exists?

• Ignore it

• Ask if they want to change rooms

• Offer a complimentary dessert or greeting card

• Mention checkout time

A guest looks at the towel counter but doesn’t approach.
What should the attendant do?

• Wait for the guest to ask

• Offer a towel proactively with a smile

• Point to the towel rack

• Continue cleaning

A guest is checking out and mentions their stay was “fine.”
What Plus One recovery gesture fits?

• Say “Thank you” and move on

• Ignore the comment

• Offer a discount immediately

• Ask what could have made it better and offer a small farewell gift