WorksheetsLC Service Training
Total questions: 12
Worksheet time: 6mins
When a guests asking for a recommendation, employees should:
Recommend the option that is least expensive.
Recommend properly facilities, services, and active activities before recommending those of outside business.
Avoid recommending several and facilities.
Permission from manager.
What should employees do if a guest expresses dissatisfaction with a service?
Ignore the complaint and move on.
Listen actively and offer a solution.
Blame the guest for their expectations.
Refer them to a manager immediately.
How can employees ensure they provide excellent customer service?
By avoiding any personal interaction.
By following a strict script.
By being attentive and responsive to guest needs.
By prioritizing their own comfort over guest satisfaction.
When handling a guest's special request, employees should:
Tell the guest it is not possible.
Confirm the request and ensure it is fulfilled.
Ask for additional payment before proceeding.
Make a note and forget about it.
What should you do if your unable to resolve the guest complaint
Apologize to the guest, but explain that these are nothing you can do.
Challenge with guest to come up with a reasonable complaint.
Thanks the guest for complaint.
Immediately contact your manager.
What is the best way to follow up with a guest after resolving their issue?
Ignore the guest after the issue is resolved.
Call the guest to ensure they are satisfied with the resolution.
Ask the guest to leave a review immediately.
Send a generic email without personalization.
How should employees handle a situation where a guest is being rude?
Immediately involve security.
Ignore the guest and walk away.
Respond with rudeness to match their tone.
Remain calm and professional, and try to de-escalate the situation.
What should employees do if they do not know the answer to a guest's question?
Refer the guest to another employee without explanation.
Make up an answer to avoid looking unknowledgeable.
Admit they do not know and offer to find out.
Change the subject to something else.
Which of the following is an example of positive body language?
An upright posture
Crossed arm
Hands in pocket
Pointing
What is an effective way to handle a guest's feedback?
Dismiss the feedback as unimportant.
Argue with the guest about their perspective.
Thank the guest for their feedback and take notes.
Only acknowledge the feedback if it is positive.
How can employees create a welcoming atmosphere for guests?
By keeping conversations to a minimum.
By focusing solely on their tasks.
By greeting guests with a smile and friendly demeanor.
By ignoring guests until they approach.
What should employees do if a guest requests something that is against company policy?
Tell the guest they are being unreasonable.
Make an exception without consulting anyone.
Explain the policy and offer an alternative solution.
Refuse the request without explanation.
