Holiday Inn Brands Service Behavior

Question 1

Holiday Inn Brand Promise is known as:

a. At Your Side Service
b. Enabling Genuine Human Connections
c. Stay Real Service

Answer 1

b) Enabling Genuine Human Connections

Question 2

True or False, Holiday Inn Brand has 4 Service Behaviors

a) True
b) False

Answer 2

b) False

Question 3

Holiday Inn Service Style is called:

a) Making Guest Smile
b) Global Etiquette
c) Striving for Excellence

Answer 3

a) Making Guest Smile

Question 4

Name one of Holiday Inn Service Behaviors

a) Perform with Flair
b) Create Moments of Delight
c) True Attitude

Answer 4

b) Create Moments of Delight

Question 5

What is a hallmark of Holiday inn?

a) Concierge Service
b) Kids Stay & Eat Free
c) Turn down Service

Answer 5

b) Kids Stay & Eat Free

Question 6

Name the 3 Service Behaviors for Holiday Inn?

Answer 6

Put Guest at ease, Make genuine connections, Create Moments of Delight.

Question 7

What is Holiday Inn’s Service Signature?

Answer 7

Holiday inn Smile, personal to each colleague, yet recognized around the world.

Question 8

List all three Holiday Inn Service Behaviors

Answer 8

1) Put Guest at ease
2) Make genuine Connections
3) Create moments of delight

Question 9

What does it mean to put guest at ease?

Answer 9

You help guest feel comfortable and looked after, making sure they’re always welcome and cared for.

Question 10

10. Give an example of putting guest at ease?

Answer 10

Smile and genuinely greet the guests when you see them, Use the guest name, Offer help to the guest, with luggage, securing transportation etc.

Question 11

11. Explain Making Genuine Connections?

Answer 11

Be proactive and personable, show positive energy, build rapport with the guest by learning one personal thing about each guest, i.e what are their interests, what bring them to the hotel, where they are from.

Question 12

12. How can you create moments of delight?

Answer 12

It’s the thoughtful and kind things you do that make a big impact and bring a smile to their face. Take not of guest preference and ensure we deliver on it. Look for opportunity to do something special

Question 13

Mr. & Mrs. Brown entered the restaurant with their 6 years old Tommy to have breakfast, they are not sure what to order from the menu. What do you recommend and inform them of?

Answer 13

Smile and genuinely greet guests when you see them. Let the guests know that at the Holiday Inn kids stay and eat free. Tell them some of the kids favorite on the menu. Draw Tommy a signature smile on the napkin and let them know you are happy to assist.

Question 14

You notice a young child playing on the pool deck by themselves, what do you do?

Answer 14

Politely greet the child and ask him or her name? Ensure the child is safe and contact the parents to retrieve the child.

Question 15

Demonstrate an example to put guest at ease?

Answer 15

• Smile and genuinely greet guests when you see them.
• Engage with guests in a proactive and helpful manner. For example, assist guests with securing transportation as they leave the property.
• Offer guests help with their luggage as they make their way through the lobby

Question 16

4. Create a moment of delight for a Guest?

Answer 16

A regular business traveler orders a croissant and coffee every morning at the same time. You have his order ready for him when he arrives.
• A family with young children has requested extra towels. You deliver the towels with a specially folded towel animal for the children to enjoy.
• Leave a handwritten “congratulations” card in the room of a couple that is celebrating a wedding anniversary

Question 17

5. Give Examples of using the Signature Smile?

Answer 17

• At check-in, in the room, in the restaurant, and at check-out, you can draw a smile and write your name.
• You pause, look up, and smile at guests whenever you see them.
• In the restaurant, colleagues can draw a smile on the napkin or on a coaster.
• Housekeeping colleagues can leave a hand-drawn smile with their name on the notepad by the bed.
• At check-out, colleagues can leave a personalized smile on the folio folder (if used) and, if time permits, leave a personalized message.