The number one reason why a guest might not return to your property is ______________.
Guest Service Gold

Flashcard
•
Business, Life Skills
•
9th - 12th Grade
•
Easy
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22 questions
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1.
FLASHCARD QUESTION
Front
Back
the customer was dissatisfied with your customer service
2.
FLASHCARD QUESTION
Front
A Golden Opportunity is best described as ____________.
Back
an exchange that can leave a lasting impression on the guest
3.
FLASHCARD QUESTION
Front
Which of the following is NOT one of the ways to improve your guest service? Smile and actively listen. Make guests feel normal. Meet guest expectations. Be polite at all times.
Back
Make guests feel normal.
4.
FLASHCARD QUESTION
Front
The seven elements of Guest Service Gold are Recovery, Personalization, Knowledge, Passion, Commitment, Inclusion, and Personality.
Back
True
5.
FLASHCARD QUESTION
Front
Guest recovery is best described as:
Back
responding quickly to a service failure.
6.
FLASHCARD QUESTION
Front
Once a guest leaves your property it becomes easier to fix a problem.
Back
False
7.
FLASHCARD QUESTION
Front
Which of the following examples best describes the outcome of successfully using the guest recovery principles in this training? Options: The guest posts a negative review to a travel site., The situation is resolved to the guest's satisfaction., The situation is handed off to another employee., The guest has checked out and left the property.
Back
The situation is resolved to the guest's satisfaction.
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