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Guest Service Test Questions and Answers 100% Correct | Latest
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Guest Service Test Questions and Answers 100% Correct | Latest
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Guest Service Test Questions and Answers100% Correct | Latest 2024-2025
WHEN IS THE MOST APPROPRIATE TIME TO GET INVOLVED IN A GUEST SERVICE
SITUATION? - ANSWER When you first recognize the guests needs
IN ORDER TO BE A GUEST SERVICES CHAMPION, YOU MUST: - ANSWER Get
involved with guests
WHICH OF THE FOLLOWING EXAMPLES BEST DESCRIBES THE OUTCOME OF
FOLLOWING THROUGH ON EXCEPTIONAL SERVICE FOR A GUEST SERVICE
SITUATION? - ANSWER The situation is resolved to the guests satisfaction
WHICH OF THE FOLLOWING IS THE MOST IMPORTANT ELEMENT OF
COMMUNICATING WITH GUESTS? - ANSWER Listening to guests
DIANE,A FRONT DESK REPRESENTATIVE AT YOUR PROPERTY ALWAYS PROVIDES
ADEQUATE GUEST SERVICE BUT SAYS SHE FEARS TAKING
RISKS TO GET INVOLVED WITH GUESTS TO PROVIDE EXCEPTIONAL GUEST SERVICE.
WHICH OF THE FOLLOWING QUALITIES OF A GUEST
SERVICE CHAMPION IS SHE LACKING? - ANSWER Confidence
WHICH OF THE FOLLOWING IS THE BEST EXAMPLE OF USING YOUR INTUITION TO
PROVIDE EXCEPTIONAL GUEST SERVICE? - ANSWER observe guests to identify
service they may not yet
recognize they need
, YOU ARE SEATING A GROUP OF GUESTS AT YOUR PROPERTY'S RESTAURANT AND
HEAR THEM DISCUSSING THE DIETARY NEEDS OF ONE OF THE GUESTS. WHICH OF
THE FOLLOWING RESPONSES IS THE BEST EXAMPLE OF USING INITIATIVE TO GO
ABOVE AND BEYOND TO PROVIDE OUTSTANDING GUST SERVICE IN THIS
SITUATION? - ANSWER Be prepared to discuss ingredients and cooking
methods of menu items
MIGUEL HAS WORKED AS A BELL PERSON FOR FIVE YEARS. HIS PROPERTY'S
MANAGEMENT AND CO- WORKERS ALL CONSIDER HIM A
GUEST SERVICE CHAMPION. WHICH OF THE FOLLOWING STATEMENTS BEST
DESCRIBES WHY THEY WOULD THINK THAT WAY? - ANSWER he consistently
goes out of his way to create great guest service experiences
YOU ARE WORKING THE FRONT DESK DURING A BAD RAINSTORM WHICH IS THE
MOST APPROPRIATE EXAMPLE OF USING EMPATHY TO
GO ABOVE AND BEYOND TO PROVIDE GOOD SERVICE IN THIS
SITUATION? - ANSWER tell guests to walk slowly and watch their step on the
lobby's marble floor
AS A CONCIERGE AT YOUR PROPERTY, YOU ARE ARRANGING A RENTAL CAR FOR A
GUEST WHEN HE MENTIONS THE BATHTUB IN HIS ROOM ISN'T DRAINING
PROPERLY. WHICH OF THE FOLLOWING RESPONSES BEST DESCRIBES THE FINAL
STEP OF FOLLOWING THROUGH ON EXCELLENT GUEST SERVICE? - ANSWER
you contact maintenance about the guest's concern with the tub
IN A CONVERSATION WITH A GUEST TRAVELING ON BUSINESS, YOU DISCOVER HE
IS MISSING HIS DAUGHTER'S BIRTHDAY CELEBRATION WHILE HE IS AWAY. WHICH
OF THE FOLLOWING RESPONSES IS THE MOST APPROPRIATE EXAMPLE OF USING
EMPATHY TO PROVIDE EXTRAORDINARY SERVICE IN THIS SITUATION? -
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