Courtesy & Manners
Efficiency
Guest Comfort & Convenience
Technical Execution, Skill & Knowledge
Graciousness, Thoughtfulness & Sense of Personalized Service
100
What is the maximum duration allowed for a telephone hold before the caller must be offered a call-back option.
No telephone hold is longer than 30 seconds without offering a call-back.
100
What is the maximum duration for the check-in process from stepping into the reception area to completing registration?
Time from arriving at reception area until registration is complete does not exceed five minutes.
100
List three complimentary room amenities that should be replaced during evening service.
Depleted complimentary room amenities, such as notepads, pens and laundry kits should be replenished during evening service.
100
Name three popular tourist destinations or recommended places to visit that are near our property.
Answer:
Museum Of Modern Art (MoMA)
Radio City Music Hall
Lincoln Center
Rockefeller Center
Central Park
Carnegie Hall
100
Name two ways to "exhibit a genuine sense of interest in the guest".
There are many ways to show a genuine interest in the guest, but it all comes down to sincere engagement. Listen carefully, read the guest and respond appropriately. Ask questions, be mindful and respectful and use your best judgment.
200
Which of the following is not a Forbes Travel Guide standard:
A. Staff acknowledges the guest when appropriate and reasonably possible.
B. Staff readily smiles and maintains an engaging expression.
C. The guest's name is used at least three times during each interaction, as a signal of recognition.
The correct answer is C.
200
How long do we have to email a guest a copy of their folio upon request?
If an emailed folio is requested, it should be delivered within one hour.
200
The guest's luggage should be stored conveniently. Is the standard met in the below picture?
The luggage was placed on a luggage rack near the closet. However, this was not convenient, because it was crooked and required the guest to rearrange it.
200
Name two facts pertaining to our hotel's history (i.e., when it opened, ownership, any interesting origin stories, etc.).
Knowing our property is important for numerous reasons, including making guests feel comfortable that information is accurate. Guests can also sense your pride when you can speak confidently about your property.
Founder: John Jacob Astor IV founded The St. Regis New York as a place to pursue his passions in the company of the city’s luminaries.
The Original Bloody Mary cocktail was created in 1934.
200
A guest is coming to the hotel for a sporting event. What are two examples of anticipatory service you can offer?
Whether the guest's team wins or loses, these thoughtful gestures will make sure you score the extra point for service:
• Offer transportation services to and from the game
• Mention the hours of operation for the bars or lounges on property
• Offer to-go items for the guest to take to the game
• For a "wow" gesture, provide an amenity (hat, something from the pastry department) with the team's name or logo
300
List three examples of phrase-fragments that should be avoided when communicating with the guest.
Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
Answer: "Checking in?" "Room number?" "Table for one?" "You okay?" "There you go"
300
What is the time required to refill a guest's beverage?
Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty.
300
Shoes left out in the room are required to be paired and neatly arranged. Please evaluate the below setup.
The guest' shoes were neatly paired close to where they were left and placed out of high traffic areas.
300
Name 3 Signature Service offered by the St. Regis Butler.
Answer:
Beverage Services
Unpacking & Packing Services
Garment Pressing
300
Just after the guest checks in, they call and would like additional hangers. How can you ensure that the service you provide is thoughtful?
Though this interaction may be brief, there are many thoughtful gestures you can offer to enhance the service. See below for some suggestions:
• Inquire what kind of hangers the guest needs? (for example, does the guest need hangers with clips, without clips, or satin hangers)
• Confirm how many hangers the guest requires
• Offer to take any items for pressing or laundering
• Proactively offer information about any shoe shining
• If the guest has asked for an exceptional amount of hangers, would they like any additional clothing racks?
400
Please rank the following in order of most to least impressive closing remarks (what you say to the guest to completely end a conversation):
A. "You're welcome."
B. "Thank you very much. Safe travels!"
C. "Have a great evening!"
Answer: Most - B, Good - C, Least - A
We should always remember to either provide an appreciative or anticipatory remark.
"You're welcome" is nice, but in this instance, it's the guest that has said thank you...you should be the person who provides the polite remark!
Consider using the formula: Thank You + Guest Name + Wish.
400
How much time do we have to remove the IRD table from the room after the guest's request?
Removal of soiled dishes occurs within 12 minutes or within five minutes of the pre-arranged time.
400
Staff conveniently needs to set the table, so the meal is ready to begin.
How is the below setup?
The guest had to remove the paper toppers from the beverages, which was inconvenient.
400
Name two security precautions that we should take when servicing the room?
Security precautions are taken when staff is servicing rooms - such as knocking and waiting for a reply before entering the guest's room. Additionally, we should close the guest room door behind us and place a sign on the doorknob informing guests that we are cleaning.
400
A guest asks you where to go for dinner. Can you name three anticipatory gestures you can offer when answering their question?
While extending three anticipatory gestures is not expected and, in fact, a bit excessive, knowing several strong examples like those listed below will make you well prepared for interactions with guests.
• Offer to make a reservation
• Ask if the guest needs transportation assistance to the venue of their choice
• Provide directions to the restaurant
• Offer pre- or post-dinner recommendations for activities or where to enjoy a drink
• Proactively offer menus or other printed materials
• Email a list of recommended restaurants for them to peruse
500
Name one Forbes Travel Guide standard from the Courtesy & Manners classification that applies to all departments.
Answer:
Staff readily smiles and maintains an engaging expression
Staff makes eye contact and keeps focus on the guest
Staff closes interactions with polite, appropriate remarks
Staff politely acknowledges the guest when appropriate and reasonably possible
500
What is the standard time frame for delivering an item requested by a guest?
Staff arrives to the room within 10 minutes unless advised otherwise.
500
During the evening service, toiletries and cosmetics should be neatly arranged.
How should the item be organized?
Answer: HULK
The items should be organized by Hight - tall to small, U - underliner, L - label facing forward, K - by kind/type of items.
500
Who created the Bloody Mary and what was the original cocktail's name?
Answer:
Red Snapper
Fernand Petiot
500
Describe the difference between: "Demonstrating a genuine sense of interest and concern for a guest" and "Offering thoughtful and anticipatory service".
Genuine interest is learning something about the guest, and then proving what you learned about them. Asking questions, relating to the guest and "reading" them appropriately all pertain here.
Anticipatory service is thinking one step ahead of the guest and providing them a piece of information or a service that they did not have a chance to ask for, or in some cases, they didn't even know they needed.