Greeting
Standards
Standards
The minimum number of seconds for eye contact when greeting a guest?
What is 3-5 seconds
What does anticipatory service mean?
What is meeting needs before the guest asks.
How many times should you use a guest’s name during an interaction?
What is at least 2 times organically.
What is the first step in resolving a guest issue?
What is listen attentively.
What does Forbes define as luxury?
What is personalized, seamless service.
What should accompany a verbal greeting?
What is a warm smile.
Give one example of anticipatory service.
What is offering directions before the guest asks.
Other examples:
Offer crib if guest has an infant.
Direct to bell desk if room is not ready and offer dining options for breakfast or lunch.
Why is using a guest’s name important?
What is it personalizes the experience.
What should you avoid when handling complaints?
What is being defensive.
Give an example of an intangible luxury detail.
What is anticipating needs without asking.
Discreet problem-solving.
Recognizing special occasions.
Personalized farewells.
What is the ideal tone when greeting a guest?
What is warm, welcoming, and professional.
Why is anticipatory service important?
What is it creates a sense of luxury and care.
What should you do if you’re unsure of pronunciation?
What is politely ask for clarification.
What is the Forbes expectation for problem resolution?
What is quick, empathetic, and effective.
Why are small details important?
What is they elevate guest experience.
Should you greet guests by name if possible?
What is yes, always when known.
What should you do if you notice a guest looking at a map?
What is offer assistance proactively.
Where can you find a guest’s name?
What is reservation, identification documents, or asking politely.
What phrase should you use to show ownership?
What is "I will take of this for you."
What is an example of a luxury touch at check-in?
What is offering water and Oshibori.
What is the Forbes expectation for greeting timing?
What is within 30 seconds.
How does Forbes measure anticipatory service?
What is through proactive gestures and personalized attention.
What is the Forbes expectation for name usage?
What is use naturally and respectfully.
What should you do after resolving the issue?
What is follow up to ensure satisfaction.
How does Forbes measure luxury?
What is through attention to detail and personalization.