Guest Service GOLD 2023 with 100% correct questions and answers

How does providing a guest service GOLD experience benefit your property? 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 D) Demanding What is the GOLD formula for success? 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? By building relationships with guests and making them feel important What does poor service result in? It results in loss of revenue What are the seven elements of guest service? 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! 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! 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! 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! *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 * Finding ways to surprise and delight your guests make their stay more enjoyable and your job more interesting Delivery: Follow Through! * Follow-up is necessary if you want guests to know the service you deliver is genuine and sincere Delivering personal attention. The employee who can assist with unusual situations and make sure guest satisfaction extends beyond the guest stay has a good understanding of when and how to follow through. Initiative: Make the Effort! *It is the personal touch you add to the guest's experience that shows that y want to make a difference in their stay! Activity listening to your guests and looking for a chance to make a difference in their stay. This can be done by simple gestures such as writing a note for your guests or even a cheerful hello and goodbye If you are only playing a part when helping guests, they may think the service you provide is not...? Authentic Taking the initiative to provide guest service GOLD means you...? Look for the chance to make a difference in a guest's stay When you _________ to provide guest service GOLD, guests feel like you truly care about them. Empathy Using your intuition to provide guest service GOLD requires you to do all of the following except....? Rely only on the procedures you have used in the past Providing a guest service GOLD experience by delighting your guests means you provide them with...? A surprise Why does the delivery of a guest service GOLD experience end? When the guest has checked out from the room and left the property Using your knowledge of your property and the local area to help guests in unusual or unexpected situations is an example of being a(n) ....? Guest service champion How can you provide guests with a guest service GOLD experience? Look for opportunities to customize the guests experience