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WorksheetsProfessional Guest Services ACDC
Total questions: 30
Worksheet time: 7hrs 16mins
Using your knowledge of your property's changing amenities and services to help guest get the most out of their day best describes your:
Personal commitment to continue learning
ability to meet minimum service standards
Talent for touching guests emotionally
Talent for making people think you know everything
Injecting personality into your service can make guests feel that they are :
In control of the property
Just another guest at the property
more important that anyone else at the property
Dealing with a person that cares about them
Allowing your personality to shine through your service is important because:
Guest don't want to talk to someone who sounds stiff and impersonal
guests need to know who is in charge at the property
guest won't want to talk with Hotel staff
guests will write positive reviews
Providing extraordinary service for guests with disabilities:
Is the responsibility of the manager or supervisor on duty
Is difficult and should be done only by experienced hotel staff
Is not really that different from the same great guest service you provide all guests
Is not required, unless the guest makes a specific request
Giano works in the maintenance department. As he's walking through the lobby to repair a broken air conditioner, he notices a guest struggling to walk through the lobby doors with her umbrella. Which of the following responses is the most appropriate example of using the principles of commitment to provide outstanding service in this situation?
Giano should walk to the door and hold it open and introduce himself to the guest
Giano should continue to his destination to avoid slowing down his progress
Giano should radio to security and ask someone to help the guest
Giano should do nothing because the guest never asked for help.
Being knowledgeable of your property and the surrounding area means:
Identifying information that you can use when guests have questions or need assistance
distinguishing a service response that feels real to a guest
Identifying the appropriate service to satisfy a guest's need
Planning the appropriate way to provide a surprise to a guest
In addition to being on the lookout for ways to raise the quality for the service you provide to guests, you should also look for ways to:
Provide feedback to co-workers
Get recognition for your services
Lower the cost of services offered
Personalize the service you offer
Personalized guest service is best described as:
Identifying ways to look good to management
Identifying ways to make a guest's experience unique.
demanding co-workers provide similar services
Persuading others to offer great service
Which of the following examples best describes the outcome of providing personalized guest service?
The guest complains about little problems
The guest will expect special treatment
The guest feels special and appreciated.
the guest will become increasingly difficult to please
Which of the following examples best describes the outcome of successfully using the guest recovery principles in this training?
The guest posts a negative review to a travel site.
The situation is resolved to the guest's satisfaction
The situation is handed off to another employee.
The guest has checked out and left the property.
Which of the following is the most important reason to be knowledgeable about your property and surrounding area?
Your peers will think you are smart.
Your supervisor expects you to know everything.
Guest see you as a trustworthy source of information
Guest see you as the "smart one" at the property
If being passionate about your job means you provide guest service that is special to you, using your passions to provide authentic guest service suggests you should:
Put on a act for the guests
Reflect on what inspires you
Be aggressively friendly
Offer service when asked.
In order to better serve guests with disabilities, it is important for you to:
Have a thorough knowledge of the accessible facilities and services your property offers
Understand the causes and treatments associated with a variety of disabilities
Insist on providing special assistance regardless of the wishes of the guest.
treat each guest the same regardless of the specific disability
Bonnie has worked as a bell person for five years. Her property's management and co-workers all consider her a great source of information. Which of the following statements best describes why they would think that way?
She shares a new random fact with the staff every day.
She knows everything there is to know about the history and changes in the hospitality industry
She once assisted a guest with her algebra homework
She consistently goes out of her way to learn about new services offered at the property and new venues in the surrounding areas.
The opportunities for incorporating personality into your service are:
uncommon
endless
limited
unnecessary
When you are assisting a person with a disability, you should:
be patient
stay relaxed
adapt your behavior to the situation
All these
Management recently introduced new pet-friendly policies for several of the guestrooms at your property. Michelle, a frequent guest, has severe allergies and has called the front desk to complain about pet hair in her room. Which of the following responses is the best example of going above and beyond by using guest recovery principles to provide outstanding service in this situation?
Ask a member of housekeeping to clean the room
inform the guest that the property has adopted new pet-friendly policies
Personally apologize for the inconvenience and relocate the guest to another room quickly.
Ask a member of security to confirm the presence of pet hair in the room
Allowing your personality to shine through your service allows guests to:
Get what they need quickly
interact with you in a more personal manner
ask for things you can't deliver on
complain about their service whenever they want
Delivering outstanding guest service means you:
provide a fake smile when in a bad mood.
follow through until service is complete
guess at what service your guests need
supply only the minimum service needed
A disability is:
any medical condition that negatively impacts an individual's quality of life
a physical or mental impairment that limits one or more major life activities
a pre-existing condition that causes an individual to act in an unusual manner
all of these
Which of the following statements is true regarding being passionate about providing outstanding guest service?
Having passion for something means you want to see it done well
Ensure the idea doesn't cause you extra work during your shift
always ask management for assistance before varying your service.
Guest don't want extra service unless they specifically ask for it
Which of the following is the most likely reason for losing guests' business?
Guests tend to vary where they stay
Guests are dissatisfied with service
Guests never return to the area
Guests are attracted to competitors
Which of the following statement best reflects the attitude needed to provide outstanding guest Services?
I always focus on the property's needs first when providing service.
I only rely on service procedures that have worked in the past.
I always put myself in the guests shoes when providing service.
I let my mood influence the service I provide the guests.
Which of the following is part of the Guest Recovery Formula?
Enlisting the help of co-workers.
Using empathy, apologize for the inconvenience and disruption to their stay
Using humor to downplay the seriousness of the problem experienced by the guest.
If able, offer something that is truly of value to the guest.
Being committed to providing outstanding guest service is best described as:
Waiting for the guests to ask for help so that you don't get in their way.
Knowing that guest service is a team effort that requires everyone's involvement
Knowing what service guest need without them having to specifically ask.
Sharing service that suggests your personal and professional personality.
Maria loves to make kids smile. In fact, before joining the team at the front desk she worked as an elementary school substitute teacher. Which of the following is the best example of Maria using her passion while delivering outstanding guest service?
She greets every guest who visits the property with a scripted welcome provided by the management.
She greets all guests enthusiastically and spends a little extra time with each child.
She offers guests a standard greeting she's developed over the years.
She ensures that she greets guests just as enthusiastically as her co-workers.
All employees at your property have at least two main responsibilities. One of those responsibilities is to do the job that they were hired to do, the other is to:
Prevent costly mistakes
help the property make money
make guests aware of all the property's amenities
Provide outstanding guest service.
Guest Recovery is best described as:
Knowing what service to provide
Responding quickly to a service failure
offering guests a positive surprise
Providing a standard level of service.
At what point should you get involved in a guest service opportunity?
As soon as you recognize the guest's need
Only after you notice a guest service failure
Only if the guest asks for your help
Once a co-worker asks for your help
During his previous stay, you noticed that Mr. Zemeal left a crumpled up newspaper and a notepad on the desk. Two weeks later you see that Mr. Zemeal will once again be staying at the hotel. Which of the following responses is the most appropriate example of personalizing your guest service in this situation?
Arrange for a newspaper to be delivered later that day.
Prepare the room normally so that you don't get behind
Leave a magazine on the bed
Leave a copy of today's newspaper and a notepad on the desk with a note welcoming him back to the hotel.
