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WorksheetsGuest Service
Total questions: 20
Worksheet time: 14mins
Who is a guest?
a person entertained in one's house.
a person to whom hospitality is extended.
a person who pays for the Experiences of an establishment
Are people who you want something from and who want something from you.
Guest Experiences Representative Skills
Empathy
Self-Control
Effective Listening
Willingness to Improve
Guests are Al Mulla's most important assets.
Without guests the company would not exists
Enable us to create ‘’Moments of Truth’’
•Although (a) you say and do is important, what really matters is (b) you say and do it.
Basic Skills of Hospitality
•Maintaining a positive attitude
•Giving attention
•Providing assistance
•Greeting with a smile
how do you create positive first impression
Smile
Tone of voice
Body language
Fond Farewell
What kind of Product Knowledge you should be aware of?
Rates of your product
Experiences you can offer
Contact details of all customers
Sister Properties (other Al Mulla products)
How would we end the conversation or dealings with positive impression?
Thanks for their visit
Recap on any discussion and give assurance to meet expectation
eagerness to help any time
Invite them to return
Important questions to yourself while anticipating guest needs?
Have I considered all guests needs?
What is the guest likely to need or want next?
How can I focus in making Guest personal life comfortable
How can I improve or enhance the experiences of my guests?
What is effective listening?
(a) (b) (c) (d) (e)
To Exceed Guest Expectations, Extras to provide
Items or Experiences that the guest is entitled to but might forget.
Items or Experiences that the guest is entitled to but may not be aware of.
Items or Experiences to which the guest is not entitled but may receive.
A surprise party for the guest.
Guest Experiences are created only with our attitude.
True
False
Every ____________you come in contact with may share the story of your service
guest
student
participant
Guest stories of excellent service have the potential of brining in
top celebrities
business
stress
Stories of poor service may result in lost
guests
revenue
locations
The number one reason why a guest might not return to your property is ______________.
the customer never returned to your city
the customer likes to stay at different places
the customer prefers the competition
the customer was dissatisfied with your customer service
Guest recovery is best described as:
failing to meet guest expectations.
knowing what service to provide.
responding quickly to a service failure.
offering the guest a positive surprise.
Being knowledgeable means knowing everything about your surrounding area and your workplace.
True
False
Being a knowledgeable employee can be best described as:
Providing information that will enhance the guests' experience
Knowing everything and showcasing your intelligence
Telling the guest all of their options, even if the option is inappropriate
Giving the guest an answer even if you aren't sure if the information is correct.
Being committed to providing outstanding guest service is best described as:
waiting for guests to ask for help so that you don't get in their way.
sharing service that suggests your personal and professional personality.
knowing what service guests need without having them to specifically ask.
knowing that guest service is a team effort that requires everyone's involvement.
