What is Guest Service
"Meeting any and all guests' needs in the way they want and expect them to be met" is the definition of?
Giving guests not only the service they expect but also service that exceeds their expectations is the definition of?
Exemplary Guest Service
Name of technique lodging employees should use when providing guest service?
Giving your immediate and undivided attention, greet guests warmly, listen closely to guests, be polite, take care of the guests needs, show pride in themselves and their work, use guest's names, maintain eye contact, always look at the situation from the guest's point of view, as ask if there is anything else I can do for you
Complaints from guests who feel rude or tactless employees have insulted them is what type of complaint?
Attitudinal
Having repeat guests, a great reputation and a high occupancy are benefits to?
The Lodging Property
_______ refers to the lodging employee's positive attitude, feeling of pride and belonging, and desire to please and satisfy guests.
Pride
Name one type of guest with special needs
Guests with disabilities, senior citizens and international guests.
Guest complaints that employees have no control over such as the weather is what type of complaint?
Unusual
The employees
Name one way employees can help prevent their personal lives from affecting their quality of guest service.
Take time to relax, think before acting or speaking, and trying to stay positive.
Name one tip lodging employees should use when serving guests with disabilities
Speak directly to the guest, not the companion, the guest should set the pace of the conversation, ask the guests how you can help them avoid yes or no questions, show consideration for the extra time it may take for a guest with a disability to say things or get things done.
Guest complaints related to service problems such as long wait times, food and beverage quality problems or ignored requests are what type of complaint?
Guest service related
Whose perspective should be used to measure guest service?
The guests
How should money be handed to guests with a visual impairment?
Separate the money into denominations
Mechanical
"Worthy of imitation, a model of behaviour" is a definition of?
Exemplary
List one tip lodging employees should use when serving international guests.
Speak at a normal volume, slowly and clearly, refer to the guests are international guests and not foreigners, address them with courtesy titles or their last names, inform them of available services such as language services and currency exchanges.