Guest Service Gold 2023 100% correct questions and answers

what are the 7 elements of guest service gold? authenticity, intuition, empathy, champion, delight, delivery and initiative authenticity 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 read the need! observant, asking probing questions to gather additional info and creativity. empathy 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 be a guest hero! providing expert assistance, getting involved and looking out for the guests. delight provide a surprise! surprises make the guests' experience both personal and memorable, unique, fun,exciting and unexpected. delivery 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. initiative make the effort! personal willingness to make the difference, adding a personal touch to the guests' experience. customize guests experience, ask managers for help to accommodate the guest, learn from top performers, team effort, golden moments, step in as soon as you recognize your guests' needs. ways to become a guest service professional what does the ultimate guest experience look like? whatever you want it to. customize guests' experience. be prepared to go above and beyond for your guests everyday. am i prepared to go above and beyond? probably not, but could be. use available resources to make a guest's experience unique and personalized. talk to your leaders and express the need for their help in accomplishing this goal. have a plan for providing individual guest service experiences to an unusual or diverse group of guests. how well do i communicate with others? you can always improve communication and listening mation gathering. listen then make a plan. how can i provide each guest with an exceptional guest experience? by always looking for opportunities to deliver the best guest service possible. maintain the highest level of service excellence in challenging, emergency, or crisis-level situatons. can i provide excellent guest service in an unusual or crisis situation? may not be the same, but you can customize it to fit the situation you're dealing with. being able to give above and beyond during a crisis is impressive to guests. when do i usually recognize i can go the extra mile for a guest? the minute you understand what they need and how it can be achieved, that is the time to act. getting involved personally and professionally is needed when providing gold-level guest service. what point do i decide to get involved? the moment you recognize the guest's need is when you need to step in and help.