True Confidence IHG

Video 1- What are the characteristics of True Confidence? Choose All Applicable

• Job knowledge and skills

• Support Guest to earn his trust

• Stay away from critical situation

• Ask other employees to help the guest

Video 1- Why did Lucan got Flustered or confused?

• The guest asked a question he is not sure about

• The guest insulted him

• Emma did not support him

• he forget guest request

Video 1- What will happen if you are not confident? choose all applicable

• You will feel nervous to communicate with guests

• Guest will not trust the service you deliver

• Guest will excuse you

• it's not a big deal

Video 1- What you should do to gain self-confidence? Choose all applicable

• Believe in yourself

• Increase job knowledge

• Know the resources you can use to gain knowledge and skills

• Take a break to get a quick coffee

Video 2- Why should I prepare for the shift? Choose all Applicable

• That will help to keep true confidence

• will help me to stay on top of Things and control the shift

• Preparation doesn't have that importance

• It is a waste of time to spent time to prepare before work

Video 2- What are the things you can prepare before starting your work? Choose all Applicable

• Wear neat uniform and name tag

• Arrive on time and attend pre-shift briefing

• Keep to do list or write your assignments

• Keep workplace clean and things are in order

Video 3- What do you need to learn to master your role? Choose all Applicable

• Responsibilities and all information about hotel and local area

• The resources to increase my knowledge and skills

• Understand Guests and their needs

• How to get a promotion on others shoulders

Video 3- What are the resources you can use to increase your knowledge and skills? Choose all Applicable

• Daily Briefing, Manager, and experienced employees

• IHG Merlin platform

• Cross Training and online learning

• Call civil defense to learn about hotel safety

Video 4- True confidence is about being …..?

• Proactive

• Reactive

• Indifferent

• Brave heart

Video 4- When Samin observed the lady guest needed an assistance, How did she behave?

• Approached confidently and recommended a good restaurant she knows very well

• Approached the guest and did nothing

• Approached the guest and laughed with her

• Approached the guest and told her to check mobile better