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Guest Service Gold- elements Questions and Answers 100% Correct
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Guest Service Gold- elements Questions and Answers 100% Correct
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Guest Service Gold- elements Questions andAnswers 100% Correct
what are the 7 elements of guest service gold? - ANSWER authenticity,
intuition, empathy, champion, delight, delivery and initiative
authenticity - ANSWER keep it real! treat guest as an individual, customize
guests' experience, add personal truth to the property's policies and procedures,
sincere, genuine and active listening.
intuition - ANSWER read the need! observant, asking probing questions to
gather additional info and creativity.
empathy - ANSWER use your heart! serving vs. caring, dealing with your
guests' emotions, emapthetic guest service is especially needed during illness,
personal loss, and a disaster situation.
champion - ANSWER be a guest hero! providing expert assistance, getting
involved and looking out for the guests.
delight - ANSWER provide a surprise! surprises make the guests' experience
both personal and memorable, unique, fun,exciting and unexpected.
delivery - ANSWER follow through! keep your promises and deliver results (by
the initial delivery, by the follow-through- to ensure all went well), personal
responsibility, final step.
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