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WorksheetsAHLEI Guest Service Gold - R, P, P, C, K
Total questions: 24
Worksheet time: 17mins
Which of these choices are elements of Guest Service Gold? Check all that apply
Personality
Personalization
Positive Attitude
Passion
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
A Golden Opportunity is best described as ____________.
an opportunity that has little effect on the guest's experience
an opportunity that allows the guest to serve us
service that is very complicated
an exchange that can leave a lasting impression on the guest
Which of the following is NOT one of the ways to improve your guest service?
Smile and actively listen.
Make guests feel normal.
Meet guest expectations.
Be polite at all times.
The seven elements of Guest Service Gold are Recovery, Personalization, Knowledge, Passion, Commitment, Inclusion, and Personality.
True
False
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.
Which of the following examples best describes the outcome of successfully using the guest recovery principles in this training?
The guest posts a negative review to a travel site.
The situation is resolved to the guest's satisfaction.
The situation is handed off to another employee.
The guest has checked out and left the property.
The formula for recovery includes which of the following?
Using empathy, apologize for the inconvenience and disruption to their stay.
Explain the cause of the problem and call out the employee who made the mistake.
Use humor to undermine the seriousness of the guest's complaint.
If able, offer to reimburse the guest out of your own pocket.
Creating a customized visit for a guest to make their experience stand out best describes which Guest Service Gold element?
Inclusion
Commitment
Personalization
Recovery
Which of the following options are included in the formula for personalization? Check all that apply.
Look for opportunities to create unique experiences.
Engage in shallow conversation with guests and don't ask too many questions.
Greet and look each guest in the eyes.
Always use the guests' name whenever possible.
Avery frequently stays at your hotel when she comes into town on business. Which option would best follow the guidelines of personalization?
Provide great service and use empathy.
Leave a handwritten note with a coupon to her favorite coffeeshop in her room.
Bring her a list of lunch specials at the local deli.
Let her know about all the great deals at other hotels in the area.
Choose the activity you would recommend for a couple celebrating their anniversary.
Provide a list of romantic restaurants in the area.
Recommend dinner at a restaurant with a kids menu.
Recommend a spa day for the wife and a golf outing for the husband, so they can have some time apart.
Treat them like everyone else.
Timothy is setting up for an important client meeting in one of the hotel's meeting rooms and finds out that one of the booklets he planned on distributing did not print right. Luckily he has the file on his laptop. How might a hotel employee assist Timothy in a knowledgeable way?
Recommend Timothy begin the meeting by telling everyone that the booklets didn't print right.
Give Timothy blank sheets of paper so everyone can take notes during his presentation.
Contact a local print shop and print the booklets there.
Tell Timothy that you're sorry that happened, and return to work.
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.
Which of these options is NOT included in the formula for knowledge?
Always give the guest an answer, even if you don't know.
Enlist help from your coworkers.
Approach every situation as a learning experience.
Know your surroundings, property, and amenities.
Tanya 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 Tanya using her passion while delivering outstanding guest service?
She offers guests a standard greeting she's developed over the years.
She greets all guests with the same scripted greeting laid out in the employee handbook.
She greets all guests enthusiastically and spends a little extra time with each child.
She ensures that she greets guests just as enthusiastically as her co-workers.
Passion in the workplace is best defined as:
recommending that the guest do everything you like to do while on vacation.
giving the guest the standard service.
doing what is required of you, but nothing more.
incorporating one's passions into their work to help create memorable experiences for guests.
Knowing the things you are passionate about is included in the formula for passion.
True
False
Having passion for something means you like to seeing it done well.
True
False
Brian is very outgoing and loves to interact with the guest. While working at the front desk what can Brian do to incorporate his passion into his work?
He can greet everyone while looking them in their eyes.
He can do something small to make each guest laugh or smile.
He can enlist help from coworkers.
He can greet everyone with the standard greeting.
Being "All in!" characterizes which Guest Service Gold element?
Commitment
Passion
Personality
Inclusion
Your level of commitment does not affect your fellow coworkers.
True
False
Being committed includes all of the following EXCEPT:
Volunteering to help other staff.
Understanding your role in guest service.
Look for ways to avoid trying too hard.
Build relationships.
Which of the following statements best reflects the attitude needed to provide outstanding guest service?
I always put myself in the guest's shoes when providing service.
I let mood influence the service I provide guests.
I only rely on service procedures that have worked in the past.
I always focus on the property's needs first when providing service.
