Intuition & Champion
Which of the following is the best example of using your intuition to provide exceptional guest service?
Observe guests to identify service they may not yet recognize they need.
Which of the following statements is true about using initiative when providing guest service?
Some of the best ideas cost little to no money to implement.
If being authentic means providing guest service that is real not fake, which of the following examples best describes an authentic guest interaction?
An employee reassuring a guest he is happy to help solve her problem.
Which of the following statements describes the best way to prepare to provide extraordinary guest service?
Find resources available to help you offer guest service.
Following through on a request or complaint shows the guest you:
take ownership of the service you provide.
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.
Using your initiative when providing service shows guests you:
are personally motivated to go above and beyond what’s expected.
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.
What is the best example of authentic guest service in this situation?
Partner with maintenance to offer the guests a set of replacement batteries.
When providing outstanding guest service, a hospitality professional should:
treat guests with dignity and respect.
Empathy is best described as:
showing guests you understand the way they feel.
A guest is checking in late and says she has been traveling since early that morning. What 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.
Management recently introduced new pet-friendly policies for several of the guestrooms at your property. What is the best example of going above and beyond by using your initiative to provide excellent service?
Become familiar with the guidelines for guests staying with their pets.
Which of the following is the most important reason to provide guests with authentic service?
Your peers will follow your lead and step up their service to guests.
Hospitality professionals consider providing outstanding service a promise to their guests. Like any promise, you must:
follow through.
In order to delight a guest, you must:
understand what might surprise the guest.
In order to be a guest service champion, you must:
get involved with guests.
You are seating a group at your property’s restaurant and hear them discussing the special dietary needs of one of the guests. What is the best example of using initiative to go above and beyond to provide outstanding service in this situation?
Be prepared to discuss ingredients and cooking methods of menu items.
When is the most appropriate time to get involved in a guest service situation?
When you first recognize the guest’s needs
Which of the following examples best describes the outcome of following through on exceptional service for a guest situation?
The situation is resolved to the guest’s satisfaction.
Which of the following is the most important element of communicating with guests?
Listening to guests
Which of the following is the most likely reason for losing guests’ business?
Guests are dissatisfied with service.
In addition to being on the lookout for ways to raise the quality of the service you provide guests, you should:
customize the service you offer.
When cleaning an occupied guestroom, you find a child’s stuffed animals piled on a chair.
What is the most appropriate example of delighting a guest with your service in this situation?
Arrange the animals on the bed with the remote as if they are watching TV.
A business guest informs you a very important document is supposed to be delivered for her, but she has to leave the hotel for a while.
What shows going above and beyond to deliver excellent guest service in this situation?
Ask the guest for the best way to contact her when the package has arrived.
Diane, a front-desk representative at your property, always provides adequate guest service but says she fears taking risks to get involved with guests to provide exceptional guest service.
What qualities of a guest service champion is she lacking?
confidence