Guest Service Gold Test Exam UPDATED
QUESTIONS AND CORRECT ANSWERS
Allowing your personality to shine through your service is important because? - CORRECT
ANSWER Guest do not want to talk with someone who sounds stiff
Injecting your personality into your service can make a guest feel that they are? - CORRECT
ANSWER More important than others
How can you provide each guest with a guest service GOLD® experience? - CORRECT
ANSWER Look for ways to personalize your service.
If it seem like you are following a script, treating all guests exactly the same, offering pleasant but
predictably identical service, your guest may think the service you provide is not: - CORRECT
ANSWER personalized.
Your hotel is pet friendly on the third floor only. Stacey, checked into her room and has severe pet
allergies. She calls down to the front desk and complains that cat hair is everywhere. What should you
do? - CORRECT ANSWER Apologize quickly, make sure she is feeling ok and get her moved
to a clean pet free room
Providing extraordinary service for your guest with disabilities - CORRECT ANSWER is not
really any different from the same service you provide to all guest
Guest recovery is best described as? - CORRECT ANSWER Responding quickly to a service
failure
Which of the statements best reflects the attitude needed to provide outstanding guest services: -
CORRECT ANSWER I always put myself in the guests shoes when providing service
Personalized guest service is best described as? - CORRECT ANSWER Identifying ways to
make guest's experience unique
QUESTIONS AND CORRECT ANSWERS
Allowing your personality to shine through your service is important because? - CORRECT
ANSWER Guest do not want to talk with someone who sounds stiff
Injecting your personality into your service can make a guest feel that they are? - CORRECT
ANSWER More important than others
How can you provide each guest with a guest service GOLD® experience? - CORRECT
ANSWER Look for ways to personalize your service.
If it seem like you are following a script, treating all guests exactly the same, offering pleasant but
predictably identical service, your guest may think the service you provide is not: - CORRECT
ANSWER personalized.
Your hotel is pet friendly on the third floor only. Stacey, checked into her room and has severe pet
allergies. She calls down to the front desk and complains that cat hair is everywhere. What should you
do? - CORRECT ANSWER Apologize quickly, make sure she is feeling ok and get her moved
to a clean pet free room
Providing extraordinary service for your guest with disabilities - CORRECT ANSWER is not
really any different from the same service you provide to all guest
Guest recovery is best described as? - CORRECT ANSWER Responding quickly to a service
failure
Which of the statements best reflects the attitude needed to provide outstanding guest services: -
CORRECT ANSWER I always put myself in the guests shoes when providing service
Personalized guest service is best described as? - CORRECT ANSWER Identifying ways to
make guest's experience unique
