Guest Service Gold

Front

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

Back

the customer was dissatisfied with your customer service

Front

A Golden Opportunity is best described as ____________.

Back

an exchange that can leave a lasting impression on the guest

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.

Front

The seven elements of Guest Service Gold are Recovery, Personalization, Knowledge, Passion, Commitment, Inclusion, and Personality.

Back

True

Front

Guest recovery is best described as:

Back

responding quickly to a service failure.

Front

Once a guest leaves your property it becomes easier to fix a problem.

Back

False

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.

Front

The formula for recovery includes which of the following? Using empathy, apologize for the inconvenience and disruption to their stay., Explain the cause of the problem and call out the employee who made the mistake., Use humor to undermine the seriousness of the guest's complaint., If able, offer to reimburse the guest out of your own pocket.

Back

Using empathy, apologize for the inconvenience and disruption to their stay.

Front

Creating a customized visit for a guest to make their experience stand out best describes which Guest Service Gold element?

Back

Personalization

Front

Avery frequently stays at your hotel when she comes into town on business. Which option would best follow the guidelines of personalization?

Back

Leave a handwritten note with a coupon to her favorite coffeeshop in her room.