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WorksheetsTrue Confidence IHG
Total questions: 11
Worksheet time: 12mins
Video 1- What are the characteristics of True Confidence? Choose All Applicable
Job knowledge and skills
Support Guest to earn his trust
Stay away from critical situation
Ask other employees to help the guest
Video 1- Why did Lucan got Flustered or confused?
The guest asked a question he is not sure about
The guest insulted him
Emma did not support him
he forget guest request
Video 1- What will happen if you are not confident? choose all applicable
You will feel nervous to communicate with guests
Guest will not trust the service you deliver
Guest will excuse you
it's not a big deal
Video 1- What you should do to gain self-confidence? Choose all applicable
Believe in yourself
Increase job knowledge
Know the resources you can use to gain knowledge and skills
Take a break to get a quick coffee
Video 2- Why should I prepare for the shift? Choose all Applicable
That will help to keep true confidence
will help me to stay on top of Things and control the shift
Preparation doesn't have that importance
It is a waste of time to spent time to prepare before work
Video 2- What are the things you can prepare before starting your work? Choose all Applicable
Wear neat uniform and name tag
Arrive on time and attend pre-shift briefing
Keep to do list or write your assignments
Keep workplace clean and things are in order
Video 3- What do you need to learn to master your role? Choose all Applicable
Responsibilities and all information about hotel and local area
The resources to increase my knowledge and skills
Understand Guests and their needs
How to get a promotion on others shoulders
Video 3- What are the resources you can use to increase your knowledge and skills? Choose all Applicable
Daily Briefing, Manager, and experienced employees
IHG Merlin platform
Cross Training and online learning
Call civil defense to learn about hotel safety
Video 4- True confidence is about being …..?
Proactive
Reactive
Indifferent
Brave heart
Video 4- When Samin observed the lady guest needed an assistance, How did she behave?
Approached confidently and recommended a good restaurant she knows very well
Approached the guest and did nothing
Approached the guest and laughed with her
Approached the guest and told her to check mobile better
Video 4- How did Becca (Room Service Waitress) Make the guest trust her? Choose all Applicable
Smiled with positive Body Language
Spoken confidently with passion
Told a valuable details about the product
Used confident tone of voice
