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WorksheetsCOLONEL HOSPITALITY
Total questions: 10
Worksheet time: 5mins
Our service vision is 'We Create Memorable Moments That Make People Smiles'
TRUE
FALSE
Name the 3 Service Pillars in KFC Colonel's Hospitality?
ORIGINAL
ENGAGE
WOW
BE YOUR BEST SELF
How should we approach if facing angry guest?
Stay at cook department
Don’t confront the guest
Let the guest calm down by himself
Using PLEASE
What does the "PL" in PLEASE stand for?
Politely Listen
Express Apology
Satisfy with Extra
Learn
What is GEC?
Guest Experience Cycle
Guest Experience Survey
Guest Feedback
Guest Complain
How many steps in GEC?
5
7
8
10
What is No. 1 Threat to our business today?
Bad Food
Poor Services
Sales
Complacency
What is SERVICES APTITUDE?
Employee Habits Drive Your Culture, Brand & Guest Experience
Only passion, great passions, can elevate the soul to great things.
A person’s ability to recognize opportunities to exceed guest’s expectations, regardless of the circumstances.
If your people do not believe in the brand, then you cannot expect your guest to believe in the brand.
What is the Initiatives to bring ORIGINAL pillars to life?
Perfection
Appreciate
Build Trust
Quality
All the above
To achieve WOW pillar, we must have the following inititive?
Service with YES!
Ownership
Recognize
Suprise
All the above
