Guest Service GOLD, Guest Service Gold
Exam UPDATED QUESTIONS AND
CORRECT ANSWERS
How does providing a guest service GOLD experience benefit your property? - CORRECT
ANSWER Guest will tell family and friends about their great experience
Connecting with your guests should make a it feel all of the following except:
A) Special
B) Demanding
C) Respected
D) Important - CORRECT ANSWER D) Demanding
What is the GOLD formula for success? - CORRECT ANSWER Smile and actively listen
Make guests feel special
Treat guests as individuals
Meet guest expectation
Remember, personal appearance counts
Wear you name tag proudly
Be polite at all times
What is the most successful way a company creates guest loyalty? - CORRECT ANSWER By
building relationships with guests and making them feel important
What does poor service result in? - CORRECT ANSWER It results in loss of revenue
What are the seven elements of guest service? - CORRECT ANSWER Authenticity: Keep it
real!
Intuition: Read the need
Empathy: Use your Heart!
, Champion: Be a Guest Hero!
Delight: Provide a Surprise
Delivery: Follow through!
Initiative: Make an Effort!
Authenticity: Keep It Real! - CORRECT ANSWER Do something because you want to do it,
not because you're expecting a reward from it. Don't be someone you're not just to get something out
of it.
*Guests can tell when you are merely playing a part and when you are truly being yourself, So be
yourself!
Intuition: Read the Need! - CORRECT ANSWER Be observant with your guests.
Ex: If someone looks upset and you ask "why?" and they say "Oh, I lost this magazine I was going to
read in the plane and...oh never mind" you either choose to never mind or find a similar magazine in
the gift shop that you think the person might like.
* Determining what a guest needs before they even know they need it.
Empathy: Use Your Heart! - CORRECT ANSWER The difference between serving and caring:
when you're serving you're doing what is expected of you, when you care you're doing what you think
any other human would do and show you care.
*You need to reach deep into your heart to find empathy for your guest. Only then can you determine
how to help with the situation.
Champion: Be a Guest Hero! - CORRECT ANSWER *Making a guest feel special and
welcome.
Going an extra mile to help a guest with their problem and remembering guests names and the names
of their pets.
Delight: Provide a Surprise - CORRECT ANSWER * Finding ways to surprise and delight your
guests make their stay more enjoyable and your job more interesting
Delivery: Follow Through! - CORRECT ANSWER * Follow-up is necessary if you want guests
to know the service you deliver is genuine and sincere
Exam UPDATED QUESTIONS AND
CORRECT ANSWERS
How does providing a guest service GOLD experience benefit your property? - CORRECT
ANSWER Guest will tell family and friends about their great experience
Connecting with your guests should make a it feel all of the following except:
A) Special
B) Demanding
C) Respected
D) Important - CORRECT ANSWER D) Demanding
What is the GOLD formula for success? - CORRECT ANSWER Smile and actively listen
Make guests feel special
Treat guests as individuals
Meet guest expectation
Remember, personal appearance counts
Wear you name tag proudly
Be polite at all times
What is the most successful way a company creates guest loyalty? - CORRECT ANSWER By
building relationships with guests and making them feel important
What does poor service result in? - CORRECT ANSWER It results in loss of revenue
What are the seven elements of guest service? - CORRECT ANSWER Authenticity: Keep it
real!
Intuition: Read the need
Empathy: Use your Heart!
, Champion: Be a Guest Hero!
Delight: Provide a Surprise
Delivery: Follow through!
Initiative: Make an Effort!
Authenticity: Keep It Real! - CORRECT ANSWER Do something because you want to do it,
not because you're expecting a reward from it. Don't be someone you're not just to get something out
of it.
*Guests can tell when you are merely playing a part and when you are truly being yourself, So be
yourself!
Intuition: Read the Need! - CORRECT ANSWER Be observant with your guests.
Ex: If someone looks upset and you ask "why?" and they say "Oh, I lost this magazine I was going to
read in the plane and...oh never mind" you either choose to never mind or find a similar magazine in
the gift shop that you think the person might like.
* Determining what a guest needs before they even know they need it.
Empathy: Use Your Heart! - CORRECT ANSWER The difference between serving and caring:
when you're serving you're doing what is expected of you, when you care you're doing what you think
any other human would do and show you care.
*You need to reach deep into your heart to find empathy for your guest. Only then can you determine
how to help with the situation.
Champion: Be a Guest Hero! - CORRECT ANSWER *Making a guest feel special and
welcome.
Going an extra mile to help a guest with their problem and remembering guests names and the names
of their pets.
Delight: Provide a Surprise - CORRECT ANSWER * Finding ways to surprise and delight your
guests make their stay more enjoyable and your job more interesting
Delivery: Follow Through! - CORRECT ANSWER * Follow-up is necessary if you want guests
to know the service you deliver is genuine and sincere
