S
You should do this before a guest does it first?
Greet the guest
What kinds of questions should be asked when talking with guest
Open-ended questions
What should be your number one goal when taking to a guest with an issues?
Resolve the guest's problem as if it's your own
Characterize 3 types of guest we encounter everyday?
Confused
Distracted
Entitled
Disappointed
Frustrated
What are a few examples of Behavioral Cues?
Inhibitions
Judgment
Reaction
Coordination
It's polite to do this when interacting with the guest
Crossing your arms gives off what impression
That you are not approachable
The next imporant step when helping a guest with an issue under this standard?
Follow up with the guest to ensure their satisfaction
What does O in SHOW stand for?
Service Recovery
Alcohol is a....?
Depressant
Women can have these many earings in each ear
Two
If you see a guest just looking star gazed and confused, what should you do?
Offer assistance in anyway possible
Your the best advocate to do what?
Promote MGM Resorts offerings
What are the 4 Service Recovery Standards?
Ask the guest
Listen to the guest
Relate to the guest
Own The Experience for the guest
What is the legal Limit of alcohol in Michigan?
.08 which equals 3 drinks
Is blonde hair acceptable for all skin tones here at MGM?
Yes, as long as it's a naturl color that can be grown from someone's head it can be worn. Burgundy colors are very borderline
What does H stand for in SHOW
Hear their story
What does the O stand for in SHOW?
Own the experience
What tool do you have to help service recovery?
Service Recovery Repair Kits
What does BAC stand for?
Blood Alcohol Content
What imporant rule do we use when coming incontact with a guest
10-5-1 Rule
Easiest way to understand a guest
Relate with the guest if they have a problem and officer suggestions
Under O for SHOW, what is the model question we should ask to our guests?
"What Can I Do To Make Your Experience Excellent?
Finish the statement below:
" It may not be your fault, But..."
But it is now your opportunity to own and WOW
What is the only thing that lowers a persons BAC?
Time