WorksheetsService Test
Total questions: 15
Worksheet time: 8mins
In addition to being on the lookout for ways to raise the quality of 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 service 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 service.
persuading others to offer great service.
Which of the following examples best describes the outcome of providing personalized guest service?
The guest complains more about little problems.
The guest will expect special treatment.
The guest feels special and appreciated.
The guest will become increasingly difficult to please.
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 an act for guests.
reflect on what inspires you.
be aggressively friendly.
offer service when asked.
When you are assisting a person with a disability, you should:
be patient.
stay relaxed.
adapt your behavior to the situation.
do all of the above.
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.
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.
Guests don’t want extra service unless they specifically ask for it.
Which of the following statements best reflects the attitude needed to provide outstanding guest service?
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 guest’s shoes when providing service.
I let mood influence the service I provide guests.
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.
knowing that guest service is a team effort that requires everyone’s involvement.
knowing what service guests 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 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.
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 coworker 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.
