Authenticity
If being authentic means you provide guest service that is real, not false, providing authentic guest service suggests you should: Be aggressively friendly, Put on an act for guests, Reflect your genuine self, or Offer service when asked.
What is ... Reflect your genuine self?
You notice a child’s suitcase sitting in the hallway beside a guestroom door. Which of the following responses is the best example of using initiative to go above and beyond to provide outstanding service in this situation? Take the suitcase, and follow your property’s procedures for lost items, Take the suitcase to the front desk, and write a note to leave in the hall, or Knock on the guestroom door, and inquire if the suitcase is the guests.
What is ... Knock on the guestroom door, and inquire if the suitcase is the guests?
Addressing children directly and asking them what they are looking forward to during their visit is a good example of exceptional guest service because it: Makes your service look better than that of your co-workers, Requires all employees to go out of their way to achieve, or Includes everyone and treats the children as individuals.
What is... Includes everyone and treats the children as individuals?
Which of the following is most important to providing guests outstanding service? Your words because they share with guests what you mean, Your intentions because they share with guests your attitude, Your knowledge because it shows guests what facts you know, or Your actions because they show guests what can be done.
What is... Your actions because they show guests what can be done?
When using your intuition to provide guest service that goes above and beyond, which one of the following strategies is most helpful? Ask the guests probing questions, Always use a rehearsed response, Refer the guests to someone else, or Quote your company’s policy
What is...Ask the guests probing questions?
Which of the following is the most important reason to provide guests with authentic service? Guests can get ordinary guest service from your competitors, Your supervisor expects you to provide guest this type of service, or Guests see that their satisfaction is of personal importance to you.
What is... Guests see that their satisfaction is of personal importance to you?
Management recently introduced new pet-friendly policies for several of the guestrooms at your property. Which of the following responses is the best example of going above and beyond by using your initiative to provide excellent service in this situation? Become familiar with the guidelines for guests stating with their pets, Carry treats in your uniform pocket to offer your four-legged guests, or Know the established location for guests to walk pets when asked.
What is.. Carry treats in your uniform pocket to offer your four-legged guests?
Delighting guests is best described as: Personally, wanting to provide service, Offering guests’, a positive surprise, Knowing what service to provide, or Providing a standard level of service.
What is...Offering guests’, a positive surprise?
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 let personal feelings influence the service I provide guests, I always put myself in the guests shoes, when providing service, or I only rely on service procedures that have worked in the past.
What is... I always put myself in the guests shoes, when providing service?
As a concierge at your property, you are arranging a rental car for a guest when he mentions the bathtub in his room isn’t draining properly. Which of the following responses best describes the final step of following through on excellent guest service in this situation? You tell the guest the hotels bathtubs always tend to drain slowly, You call the guest to check the repaired tub now drains properly, or You contact maintenance about the guests concern with the tub.
What is...You call the guest to check the repaired tub now drains properly?
You are working the front desk during one of the worst rainstorms your area has even seen. Which of the following is the most appropriate example of using empathy to go above and beyond to provide extraordinary service in this situation? Tell guest to walk slowly and watch their step on the lobby’s marble floor, Position rubber mats at the main entrance doors to help control the water, or Ask housekeeping for a supply of towels to make available for wet guests
What is...Ask housekeeping for a supply of towels to make available for wet guests?
Using your initiative when providing service shows guest, you: Are knowledgeable of your property’s policies and procedures, Focus on doing a good job at the duties required of your position, Use your emotions when determining what type of service to offer, or Are personally motivated to go above and beyond what’s expected.
What is...Are personally motivated to go above and beyond what’s expected?
Which of the following examples is the most likely way providing exceptional guest service benefits your property? Guests will not ask for as many amenities and services on return visits, Guests will tell their friends and families about their great experience, Guest will spend more money on food and beverages at the property, or Guest will want to reserve more expensive rooms for their return visits.
What is...Guests will tell their friends and families about their great experience?
Hospitality professionals consider providing outstanding service a promise to their guests. Like any promise, you must: Seek permission, Accept failure, Set expectations, or Follow through.
What is...Follow through?
When is the most appropriate time to get involved in a guest service situation? When you first recognize the guests needs, When management tell you to get involved, When a guest specifically asks for your help, or When a co-worker requests your assistance.
What is...When you first recognize the guests needs?
Following through on a request or complaint shows the guest you: Can solve any problem that occurs, Take ownership of the service you provide, Always look for ways to surprise your guests, or Understand guest reviews are very important
What is...Take ownership of the service you provide?
A group of sports fans staying at your property asks you to take their picture before leaving for a game at the local sports arena. You discover their camera’s batteries are dead. Which of the following responses is the best example of authentic guest service in this situation? Partner with maintenance to offer the guests a set of replacement batteries, Provide the guests with detailed directions to the nearest convenience store, Inform the guests the batteries are dead, and hand the camera back to them, or Offer to purchase new batteries and deliver them to the guests at the arena.
What is...Partner with maintenance to offer the guests a set of replacement batteries?
You see a family of four being seated who have eaten in your restaurant every night since they checked in. They have always started their meal with an order of nachos. Which of the following responses is the most appropriate example of providing guests a surprise that goes above and beyond standard service in this situation? Greet the guest at their table, and ask if they would like to try a different appetizer, If the guest order nachos, let them know there will be no charge for the appetizer, or Welcome the guests back, and let them know an order of nachos will be ready shortly.
What is...Welcome the guests back, and let them know an order of nachos will be ready shortly?
Being a guest service champion means: Being vocal about sharing guest compliments, Asking your co-workers to come to you for help, Setting a service example for others to follow, or Getting what guest need to matter the cost.
What is...Setting a service example for others to follow?
You notice a guest is coughing and sneezing with a terrible cold. Which of the following responses is the most appropriate example of using empathy to provide outstanding service in this situation? Direct the guest to a local pharmacy to get over the counter cold medication, Put together a “get well” basket with a card, instant soup, and soft tissues, Ask security to provide a ‘wellness check’ to determine if the guest is okay, or Arrange for a local area physician to visit the guests’ room for a consultation.
What is...Put together a “get well” basket with a card, instant soup, and soft tissues?
Using empathy in the service you provide speaks to your guest’s _________. Reason, Creativity, Emotions, or Judgement.
What is...Emotions?
A business guest informs you a very important document is supposed to be delivered for her, but she must leave the hotel for a while. Which of the following responses best illustrates going above and beyond to deliver excellent guest service in this situation? Accept the package and store it at the front desk until the guest asks for it, Ask the messenger to come back with the package when the guest returns, or Ask the guest for the best way to contact her when the package has arrived.
What is...Ask the guest for the best way to contact her when the package has arrived?
Shannon, a housekeeper at your property, always provides exceptional guest service. Which of the following is the best example of what makes her a true guest service champion? She doesn’t brag about the help she has provided to guests, She waits to be approached by guests when providing service, She relies only on standard solutions to challenging situations, or She shares ways for co-workers to provide the same service.
What is...She shares ways for co-workers to provide the same service?
Being a guest service champion means: Being vocal about sharing guest compliments, Asking your co-workers to come to you for help, Setting a service example for others to follow, or Getting what guest need to matter the cost.
What is...Setting a service example for others to follow?
A guest is checking in late and says she has been traveling since early that morning. Which of the following responses is the best example of using intuition to provide outstanding service in this situation? Ask if you may order something to be delivered for the guest to eat, Skip highlighting the guestroom and property amenities for the guest, Recommend the guest consider upgrading to a room with a king bed, or Ask if the guest needs directions to the room.
What is...Ask if you may order something to be delivered for the guest to eat?