Guest Services Gold Exam UPDATED
QUESTIONS AND CORRECT ANSWERS
Recovery - correct answer turn it arond
Personalization - correct answer provide personal experience
Knowledge - correct answer be in the know
Passion - correct answer inspire others
Commitment - correct answer be all in
Inclusion - correct answer include everyone
Personality - correct answer be yourself
Guest recovery - correct answer taking a service and turning it around tocreate a positive
outcome that strengthens the relationship with the guest.
Excellent service - correct answer our property should be concerned about the types of stories
our guest share with family and friends because excellent service will bring in more business than any
marketing tool, while poor service will resul t in lost revenue
Seamless - correct answer providing seamless guest service means being committed to working
as a team
Important - correct answer treat a guest as an important visitor
Valued - correct answer make guest feel valued
, Respected - correct answer provide for my needs with dignity and respect
Special - correct answer make guest feel special throughout their stay
____________ and actively listen - correct answer smile
Make guest feel - correct answer special
Treat guest as ___________ - correct answer individuals
Meet guest___________________ - correct answer expectations
Remember, personal ______ counts. - correct answer apperance
Wear your __________ __________ - correct answer name tag
Be __________________ at all times - correct answer polite
The 4th reason guest never return to your property - correct answer never return to your city
The 3rd reason guest never return to your property - correct answer like to stay at a different
location
The 2nd reason guest never return to your property - correct answer prefer the competition
The number 1 reason guest never return to your property - correct answer they were dissatisfied
with guest services
If you can't immediately find an answer to the question, ask guest how to contact them with the
information. - correct answer formula for knowledge
QUESTIONS AND CORRECT ANSWERS
Recovery - correct answer turn it arond
Personalization - correct answer provide personal experience
Knowledge - correct answer be in the know
Passion - correct answer inspire others
Commitment - correct answer be all in
Inclusion - correct answer include everyone
Personality - correct answer be yourself
Guest recovery - correct answer taking a service and turning it around tocreate a positive
outcome that strengthens the relationship with the guest.
Excellent service - correct answer our property should be concerned about the types of stories
our guest share with family and friends because excellent service will bring in more business than any
marketing tool, while poor service will resul t in lost revenue
Seamless - correct answer providing seamless guest service means being committed to working
as a team
Important - correct answer treat a guest as an important visitor
Valued - correct answer make guest feel valued
, Respected - correct answer provide for my needs with dignity and respect
Special - correct answer make guest feel special throughout their stay
____________ and actively listen - correct answer smile
Make guest feel - correct answer special
Treat guest as ___________ - correct answer individuals
Meet guest___________________ - correct answer expectations
Remember, personal ______ counts. - correct answer apperance
Wear your __________ __________ - correct answer name tag
Be __________________ at all times - correct answer polite
The 4th reason guest never return to your property - correct answer never return to your city
The 3rd reason guest never return to your property - correct answer like to stay at a different
location
The 2nd reason guest never return to your property - correct answer prefer the competition
The number 1 reason guest never return to your property - correct answer they were dissatisfied
with guest services
If you can't immediately find an answer to the question, ask guest how to contact them with the
information. - correct answer formula for knowledge
