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Our Guest Service Philosophy and Promise
Our Guest Service Principles
Our Service Approach
Miscellaneous
Understanding Service Recovery
100
These are the three elements of our Guest Service Philosophy.
What are Our Promise, Our Principles, and Our Standards.
100
We are _____________.
What is Caring.
100
Step 1 of Great Guest Service is
What is a warm and sincere welcome.
100
Name an appropriate and an inappropriate term when referring to guests with disabilities.
Appropriate:person with a disability, wheelchair user, person who is blind/has low vision, or person with a hearing disability Inappropriate: special needs, physically challenged, differently-abled, handicapped, crippled, invalid, wheelchair-bound, confined to a wheelchair, deaf and dumb, retarded.
100
This is step 1 of the Three "A" Approach in Service Recovery.
What is Apologize.
200
Fill in the blanks of Our Promise: At North Point Hospitality, we serve from the __________ with _________________ and __________________. We are dedicated professionals and we reflect the tradition of hospitality excellence by embracing our core guest service principles.
What is heart, enthusiasm, and warmth.
200
We ___________.
What is delight.
200
Step 2 of Great Guest Service is
What is fulfillment and anticipation of guest desires.
200
Only offer _________ to a distressed child. No one is allergic to ____________.
What is water.
200
This is step 2 of the Three "A" Approach in Service Recovery.
What is Acknowledge.
300
Function and Purpose: Function is __________ driven. Purpose is __________ based.
What is task and values.
300
We are ___________.
What is hosts.
300
Step 3 of Great Guest Service is
What is a pleasant end of the service interaction.
300
When dealing with seniors, always have ____________. This is the number one frustration of seniors.
What is patience.
300
This is step 3 of the Three "A" Approach in Service Recovery.
What is Amend.
400
Customer loyalty is important to a business because: (Name 2 of the 4 Leonardo discussed.)
What is 1. Loyal customers spend more. 2. It's cheaper to retain a customer than to earn a new one. 3. Loyal customers are more tolerant. 4. Loyal customers bring more customers.
400
We are _________________.
What is professional.
400
This is the first and most important step of a warm and sincere welcome.
What is "Make eye contact and smile."
400
When transferring a call, always make sure that a person _________ before completing the transfer.
What is answered. If the call is not answered we should go back to the caller and offer alternatives.
400
When apologizing, take ________________ ________________ for the problem - even if it is not your fault.
What is personal responsibility.
500
In our guest service model, mistake-free service, caring and enthusiasm, and timeliness and responsiveness lead to guest satisfaction. From guest satisfaction, 2 things lead to guest loyalty: repetitions and _____________ ______________.
What is personalized service.
500
The experience of our guest is created by: (3 things)
What is our look, our interactions, and our service delivery.
500
Guests move from distrust to trust/loyalty through their
What is experience.
500
Before placing a caller on hold we should ___________ ___________ to do so.
What is obtain permission.
500
When you are amending the situation, you should always "Do what you _________________!"
What is promise.