Guest Services Test 1 Questions and Answers
100% Correct
Guest satisfaction - ANSWER is a measure of expectations met for guests
Basics to service that apply to all service scenarios: - ANSWER 1.) Courtesy
2.) Efficiency
3.) Safety
4.) Cleanliness
5.) Share Knowledge
6.) Show Caring
7.) Customize the experience
Three broad categories of guest service include: - ANSWER 1. *Assistance* -
proactive
2. *Repair* - reactive
3. *Value added* - exceeds expectations. "Wow factor" - positively outrageous
service.
Expertise that front line staff have to have in the industry: - ANSWER *Product
knowledge* - so we can offer which best meets each guest's wants and needs.
*The Guest by generation* - service involves meeting expectation of all guests.
*Baby boomers* drive the market, they hold a majority of wealth and buying
power. They also have time and money, and bring in the world grand-travel (
millennial and next gens). *Generation Y* is dominant in the workforce, and do
the majority of business travel.
, Advice for providing great guest service: - ANSWER 1.) Know the *products*
2.) Know the *process*
3.) Understand the *mission* and *vision of the company*
4.) Be *professional at all times* to represent the organization.
5.) *listen to the guests*
6.) *Assess* the *guest's feelings*
7.) *Empathize*
8.) Show that you *care*
9.) Demonstrate a *sincere interest in their satisfaction*
10.) Be *responsible for guest satisfaction*
11.) Treat the guest as the *most important aspect of your job*
12.) Notice the *specific needs of each guest*
13.) Provided *extras that are more than the guest expects*.
Guest - ANSWER - A person who is invited to visit or stay in someone's home.
- A person who is invited to a place or an event
- A customer at a hotel, restaurant, ect.
Service Quality & Service Value Challenges: - ANSWER - Defined by each guest
individual guest
- One negative service experience can negatively impact the guest.
- and EVERYONE else that they tell
100% Correct
Guest satisfaction - ANSWER is a measure of expectations met for guests
Basics to service that apply to all service scenarios: - ANSWER 1.) Courtesy
2.) Efficiency
3.) Safety
4.) Cleanliness
5.) Share Knowledge
6.) Show Caring
7.) Customize the experience
Three broad categories of guest service include: - ANSWER 1. *Assistance* -
proactive
2. *Repair* - reactive
3. *Value added* - exceeds expectations. "Wow factor" - positively outrageous
service.
Expertise that front line staff have to have in the industry: - ANSWER *Product
knowledge* - so we can offer which best meets each guest's wants and needs.
*The Guest by generation* - service involves meeting expectation of all guests.
*Baby boomers* drive the market, they hold a majority of wealth and buying
power. They also have time and money, and bring in the world grand-travel (
millennial and next gens). *Generation Y* is dominant in the workforce, and do
the majority of business travel.
, Advice for providing great guest service: - ANSWER 1.) Know the *products*
2.) Know the *process*
3.) Understand the *mission* and *vision of the company*
4.) Be *professional at all times* to represent the organization.
5.) *listen to the guests*
6.) *Assess* the *guest's feelings*
7.) *Empathize*
8.) Show that you *care*
9.) Demonstrate a *sincere interest in their satisfaction*
10.) Be *responsible for guest satisfaction*
11.) Treat the guest as the *most important aspect of your job*
12.) Notice the *specific needs of each guest*
13.) Provided *extras that are more than the guest expects*.
Guest - ANSWER - A person who is invited to visit or stay in someone's home.
- A person who is invited to a place or an event
- A customer at a hotel, restaurant, ect.
Service Quality & Service Value Challenges: - ANSWER - Defined by each guest
individual guest
- One negative service experience can negatively impact the guest.
- and EVERYONE else that they tell
