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WorksheetsTrue Responsiveness
Total questions: 12
Worksheet time: 13mins
Video 1- What is true responsiveness? Choose All Applicable
Providing guest needs on time with caring manner
Response to the phone calls
Responding to Guest Emails
Provide good service without care
Video 1- What are the skills needed for True responsiveness? Choose All Applicable
True Attitude
True listening
True confidence
True understanding
Video 1- Responding well depending on … ? Choose All Applicable
Managing your time and being prepared
Team work
Being positive and introvert
Your manager response
Video 1- What is your understanding of Accountability?
Own the guest issue and be responsible about solving it
Doing some accounting
Accountability is about finance
Accountable about my work only
Video 2- If the guest asked you about something you are not sure about, how do you respond?
I am sorry, you can ask front desk
I will call my colleague for you to ask him
Ask a manger please
I will double check and get back to you, shortly
Video 2- How do we mange guest expectations? Choose All Applicable
Respond immediately
Gain Agreement
Resolve guest request and follow up
Guess what Guest wants
Video 2- What is the meaning of anticipation?
Use previous experience and observation to provide unasked guest needs
Guest what guest needs
Ask your manager about guest needs
Ask the guest about his/her needs
Video 2- Why did Monika provide extra towels to guest room?
She forget to put it in the toilets
Guest has asked for extra towels
Monika anticipated that the guest will need it as she has kids
Guest asked her kids to request it from Monika
Video 3- Guest expect immediate resolve to his issues?
True
False
Maybe
I don't know
Video 3- Responding with sense of urgency makes the guest feels … ? Choose All Applicable
We do Care
Guest's time is important
We value and respect him/her
We care about our time only
Video 3- What is the difference between respond and resolve?
Respond should be within 10 minutes and resolve as agreed with guest
Resolve should be within 10 minutes and Response as agreed with guest
There is no difference
All of that
Video 4- What did Ben do?
He anticipated that the guest was looking for a pen to take a note, and took immediate response
He anticipated that the guest was looking for a pen to take a note, and did nothing
He provided the guest a pen after requested by her
He provided the guest a pen after requested by another employee
