GUEST SERVICE GOLD CERTIFICATION
TEST PAPER QUESTIONS AND SOLUTIONS
VERIFIED ANSWERS
●● guest service is integrated
Answer: integrated into the overall business model. part of a company's
identity or brand and must be tailored to the individual operation.
(customized, planned, and executed. includes systems that support it).
part of the core of the business, integrated into nearly every decision,
calculated and planned, evident in all of the operations, the people, and
the plan.
●● employees must be knowledgeable about
Answer: employees must be knowledgeable about brand, products, and
operations.
●● customers must be
Answer: customers must be properly gauged or assessed to ensure
proper alignment with the brand image.
●● guest service
Answer: is meeting guests' expectations. other definitions- anytime
patrons or even prospective patrons interact with a facet of the
organization, customer service is rendered quality customer service is
,meeting and exceeding the individual expectations, in any situation, it is
said to be quality cusotmer service.
●● examples of bad service- staffing
Answer: understaffed, aren't paid enough, aren't properly trained, having
a bad day, no person or system is present to monitor, are in training,
overworked and tired, say it isn't their responsibility, and the boss isn't
present or doesn't care.
●● examples of bad service- systems
Answer: computer is slow, kitchen is slow, AC is broken, just got a new .
find/use a backup. don't blame the system.
●● examples of bad service- setting
Answer: everything in this neighborhood stinks, this place is all about
low cost, we are renovating, natural disasters.
●● examples of bad service- capacity/customers
Answer: too many customers, didn't expect this many customers,
customer is rude, customers are too demanding, don't know what they
want, don't pay attention, doesn't seem to mind (no one has complained
to corporate), the party next to us or in the other room is too loud. none
of them are truly acceptable. give them things to occupy time. offer free
apps or free drinks, deal with difficult guests.
,●● what guests think when they receive bad service
Answer: i don't think it's worth it, I tried before and no one listened, i am
in a hurry, don't want to make a scene, feel bad for the staff, isn't the
staff's fault, i don't want to get anyone in trouble, seems to be no solution
in sight, afraid that they'll mess with the food, don't think anyone cares,
just hate this place and want to leave. you may not always know the
reason why they complain, they will be sure to tell their friends even if
they don't tell you.
●● common phrase
Answer: good service can make up for bad food, but good food can't
make up for poor service
●● competitive advantage of service
Answer: everyone offers a generic product (food, bed, same setting), ritz
carlton- we are ladies and gentlemen serving ladies and gentlemen.
fulfill event the unexpressed wishes of our guest. their 3 steps of service-
a warm and sincere greeting. use the guest's name, anticipation and
fulfillment of the guest's needs, and fond farewell give a warm good-bye
and use the guest's name
●● bad news travels fast
Answer: customer needs to vent and need to express themselves. venting
is normal. customers may seek revenge if they think they were wronged,
customers remember unusual, emotional, or important of info events.
people love to repeat extreme events- really bad or really good, people
, can relate to these incidences- everyone has been wronged sometime.
service organizations and employees appear impersonal.
●● value of returning customers
Answer: loyal returning customers are highly sought-after prizes.
businesses spend infinite amounts of money attracting customers and
then undervalue them as they arrive and experience the product. often
treated as if it is the first and last time they will ever be seen. it costs far
less to keep a return customer than to obtain a new one. Businesses
should spend less money attracting customers and more effort retaining
the ones they have
●● age of service
Answer: the current age in the US. as the US lost its manufacturing jobs,
they were replaced with service-related jobs.
●● age of manufacturing
Answer: originally, the US was largely an agricultural nation. its evolved
into a thriving manufacturing nation but then quickly lost.
●● age of communication
Answer: while service continues to dominate the economy and
employment of US, advances in proliferation of technology spurred a
new phenomenon of communication. never before could so much info
be so readily available so cheaply and easily . suppliers, businesses, and
TEST PAPER QUESTIONS AND SOLUTIONS
VERIFIED ANSWERS
●● guest service is integrated
Answer: integrated into the overall business model. part of a company's
identity or brand and must be tailored to the individual operation.
(customized, planned, and executed. includes systems that support it).
part of the core of the business, integrated into nearly every decision,
calculated and planned, evident in all of the operations, the people, and
the plan.
●● employees must be knowledgeable about
Answer: employees must be knowledgeable about brand, products, and
operations.
●● customers must be
Answer: customers must be properly gauged or assessed to ensure
proper alignment with the brand image.
●● guest service
Answer: is meeting guests' expectations. other definitions- anytime
patrons or even prospective patrons interact with a facet of the
organization, customer service is rendered quality customer service is
,meeting and exceeding the individual expectations, in any situation, it is
said to be quality cusotmer service.
●● examples of bad service- staffing
Answer: understaffed, aren't paid enough, aren't properly trained, having
a bad day, no person or system is present to monitor, are in training,
overworked and tired, say it isn't their responsibility, and the boss isn't
present or doesn't care.
●● examples of bad service- systems
Answer: computer is slow, kitchen is slow, AC is broken, just got a new .
find/use a backup. don't blame the system.
●● examples of bad service- setting
Answer: everything in this neighborhood stinks, this place is all about
low cost, we are renovating, natural disasters.
●● examples of bad service- capacity/customers
Answer: too many customers, didn't expect this many customers,
customer is rude, customers are too demanding, don't know what they
want, don't pay attention, doesn't seem to mind (no one has complained
to corporate), the party next to us or in the other room is too loud. none
of them are truly acceptable. give them things to occupy time. offer free
apps or free drinks, deal with difficult guests.
,●● what guests think when they receive bad service
Answer: i don't think it's worth it, I tried before and no one listened, i am
in a hurry, don't want to make a scene, feel bad for the staff, isn't the
staff's fault, i don't want to get anyone in trouble, seems to be no solution
in sight, afraid that they'll mess with the food, don't think anyone cares,
just hate this place and want to leave. you may not always know the
reason why they complain, they will be sure to tell their friends even if
they don't tell you.
●● common phrase
Answer: good service can make up for bad food, but good food can't
make up for poor service
●● competitive advantage of service
Answer: everyone offers a generic product (food, bed, same setting), ritz
carlton- we are ladies and gentlemen serving ladies and gentlemen.
fulfill event the unexpressed wishes of our guest. their 3 steps of service-
a warm and sincere greeting. use the guest's name, anticipation and
fulfillment of the guest's needs, and fond farewell give a warm good-bye
and use the guest's name
●● bad news travels fast
Answer: customer needs to vent and need to express themselves. venting
is normal. customers may seek revenge if they think they were wronged,
customers remember unusual, emotional, or important of info events.
people love to repeat extreme events- really bad or really good, people
, can relate to these incidences- everyone has been wronged sometime.
service organizations and employees appear impersonal.
●● value of returning customers
Answer: loyal returning customers are highly sought-after prizes.
businesses spend infinite amounts of money attracting customers and
then undervalue them as they arrive and experience the product. often
treated as if it is the first and last time they will ever be seen. it costs far
less to keep a return customer than to obtain a new one. Businesses
should spend less money attracting customers and more effort retaining
the ones they have
●● age of service
Answer: the current age in the US. as the US lost its manufacturing jobs,
they were replaced with service-related jobs.
●● age of manufacturing
Answer: originally, the US was largely an agricultural nation. its evolved
into a thriving manufacturing nation but then quickly lost.
●● age of communication
Answer: while service continues to dominate the economy and
employment of US, advances in proliferation of technology spurred a
new phenomenon of communication. never before could so much info
be so readily available so cheaply and easily . suppliers, businesses, and
