Using your initiative when providing service shows guests you:

personally motivated to go above and beyond what’s expected.

Using your initiative when providing service shows guests you:

personally motivated to go above and beyond what’s expected.

Which is the best example of using your intuition to provide exceptional guest service?

Observe guests to identify service they may not recognize.

When is the most appropriate time to get involved in a guest service situation?

When you first recognize the guest’s needs

Which of the following statements is true about using initiative when providing guest service?

Some of the best ideas cost little to no money to implement.

Following through on a request or complaint shows the guest you:

take ownership of the service you provide.

When providing outstanding guest service, a hospitality professional should:

treat guests with dignity and respect.

Which of the following is the most important reason to provide guests with authentic service?

Guests see their satisfaction is of importance to you.

In order to delight a guest, you must:

understand what might surprise the guest.

Which of the following examples best describes an authentic guest interaction?

employee reassuring he is happy to help solve her problem.

To raise the quality of the service you provide guests, you should also look for ways to:

customize the service you offer.

Which best describes the outcome of follow through on exceptional service for guest situation?

The situation is resolved to the guest’s satisfaction.

Empathy is best described as:

showing guests you understand the way they feel.

When using your intuition to provide guest service, which is most helpful?

Ask the guests probing questions.

Which of the following is the most likely reason for losing guests’ business?

Guests are dissatisfied with service.

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AHLE Gold

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Questions 19

Answers

1
In order to be a guest service champion, you must:
avoid guests’ wants and needs.
tell guests the service you provide.
pretend to care for guests.
get involved with guests.
2
Using your initiative when providing service shows guests you:
personally motivated to go above and beyond what’s expected.
focus on doing good job at the duties required of you
are knowledgeable of your property’s policies and procedures
use your emotions to determining what type service to offer.
3
Using your initiative when providing service shows guests you:
focus on doing a good job of duties required of position.
knowledgeable of your property’s policies and procedures.
use your emotions when determining type of service to offer.
personally motivated to go above and beyond what’s expected.
4
Which is the best example of using your intuition to provide exceptional guest service?
Always smile and personally greet guests you encounter.
Be on time and prepared to provide service to your guests.
Observe guests to identify service they may not recognize.
Determine the type of service that will get you noticed.
5
When is the most appropriate time to get involved in a guest service situation?
When you first recognize the guest’s needs
When a guest specifically asks for your help
When a co-worker requests your assistance
When management tells you to get involved
6
Which of the following statements is true about using initiative when providing guest service?
Always get management approval before acting on an idea.
Guests don’t want extra service unless they ask.
Ensure the idea doesn’t cause you extra work.
Some of the best ideas cost little to no money to implement.
7
Following through on a request or complaint shows the guest you:
take ownership of the service you provide.
understand guest reviews are very important.
always look for ways to surprise your guests.
can solve any problem that occurs.
8
When providing outstanding guest service, a hospitality professional should:
act like a manager would in the situation.
be focused on company procedures
treat guests with dignity and respect.
tell jokes and keep guests entertained.
9
Which of the following is the most important reason to provide guests with authentic service?
Guests can get ordinary guest service from your competitors.
Your peers will follow your lead & step up their service
Guests see their satisfaction is of importance to you.
Your supervisor expects you to provide this type of service.
10
In order to delight a guest, you must:
understand what might surprise the guest.
ask what service the guest is looking for.
identify service that is completely unusual.
ensure money is available to cover supplies.
11
Which of the following examples best describes an authentic guest interaction?
Employee reciting his property’s policies to a complaint.
employee reassuring he is happy to help solve her problem.
employee rolling his eyes
employee greeting guests with a standard welcome & smile.
12
In order to be a guest service champion, you must:
pretend to care for guests.
tell guests the service you provide.
avoid guests’ wants and needs.
get involved with guests.
13
We provide our customers a promise of excellent service. Like any promise, you must:
set expectations.
follow through
seek permission.
accept failure.
14
To raise the quality of the service you provide guests, you should also look for ways to:
provide feedback to co-workers.
lower the cost of service offered.
get recognition for your services.
customize the service you offer.
15
Which best describes the outcome of follow through on exceptional service for guest situation?
The guest has checked out and left the property.
The guest posts a negative review to a travel site.
The situation is handed off to another employee.
The situation is resolved to the guest’s satisfaction.
16
Which of the following is the most important element of communicating with guests?
Making excuses
Fixing guest issues
Talking to guests
Listening to guests
17
Empathy is best described as:
offering guests appropriate and genuine service.
following through on the promise of great service.
asking questions to know what service guests need.
showing guests you understand the way they feel.
18
When using your intuition to provide guest service, which is most helpful?
Quote your company’s policies.
Ask the guests probing questions.
Refer the guests to someone else.
Always use an established response.
19
Which of the following is the most likely reason for losing guests’ business?
Guests want to vary where they stay.
Guests are dissatisfied with service.
Guests never returned to the area.
Guests are attracted to competitors.

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