Guest Services/Concierge Flashcards
To ensure that all Guest Services and Concierge colleagues understand the LQA (Leading Quality Assurance) standards. (37 cards)
If a Guest asks for directions to an area/place on property…
(Select the correct answer)
- You should tell them the directions
- You can show them the way on a map
- You should offer to escort them respecting physical distancing guidelines
If a Guest asks for directions, you should offer to escort them, respecting physical distancing guidelines.
What gesture should you use when approaching or passing by the Guest?
When approaching or passing by the Guest, you should use the One&Only welcome gesture - placing hand on heart.
To ensure you have a positive first impression, you should:
(Select all that apply)
- Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
- Be neatly presented in un-ironed, loose-fitted uniforms and optional face masks
- Wear your name badge and One&Only badge
- Name badge is optional for tenured colleagues
To ensure you have a positive first impression, you should:
1. Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
3. Wear your name badge and wear the One&Only badge as per the One&Only Collateral Guidelines.
If you happen to be in a challenging situation, you are expected to display _________ and ______ and offer a suitable _______/________.
In a challenging situation, you are expected to display self-control and empathy and offer a suitable alternative/resolution.
While interacting or speaking with the Guest, you should…..
- Refrain from interrupting the Guest
- Actively listen to them
- Give them undivided attention and avoid making them have to repeat themselves
- Maintain alert postures
- Respect the Guest’s presence
(Select all that apply)
- *1. Refrain from interrupting the Guest**
- *2. Actively listen to them**
- *3. Give them undivided attention and avoid making them have to repeat themselves**
- *4. Maintain alert postures**
- *5. Respect the Guest’s presence**
If we actively listen to the Guest and provide them our undivided attention, we are showing we listened, care about them, and value them. Maintaining an alert posture while interacting with the Guest shows that we are attentive and respect their presence.
You should collaborate seamlessly, ensuring the service is _________, ____________, and ___-________.
Collaborate seamlessly, ensuring service is organized, professional, and non-intrusive. It should also be non-repetitive.
Note: Ensure to connect various departments with any guest’s requests, feedback, and purpose of visit you get to know of during your interaction with the guest. This demonstrates to our Guests that we listened to them and communicate across the Resort.
The smallest details create Amazing Experiences and Everlasting Memories™.
You should ___________ your interaction with the Guest and engage with them as an ________.
You should personalize your interaction with the Guest and engage with them as an individual.
If you are unable to meet the Guest’s exact requests, you should:
- Find someone else who can do it for them and leave
- Make every effort to meet the Guest’s requests or offer a suitable alternative
- Do what you can
(Select the correct answer)
You should make every effort to meet the Guest’s requests or offer a suitable alternative.
Service should be…
- Applied to every special Guest.
- Anticipatory/intuitive and adapted to meet each Guest’s exact or changing needs.
- Reactive to each Guest’s needs.
Service should be anticipatory/intuitive and adapted to meet each Guest’s exact or changing needs, also thinking ahead to act on future needs/opportunities.
You should use the Guest’s name __________ without _________ it.
You should use the Guest’s name discreetly without overusing it.
You need to be a fluent English speaker in order to interact with the guests.
- *Your speech must be clear with satisfactory use of English**, enabling engagement in two-way conversation with the guest.
i. e. Have an intelligently fair approach given some limitations due to face masks
You must offer a casual farewell at the end of the conversation before leaving the Guest.
(True or False)
False.
You must offer a sincere farewell at the end of the conversation and show appreciation to the Guest before leaving.
The phone should be answered in how many rings?
Five rings
Four rings
Three rings
Two rings
The telephone must be answered within three rings or in 10 seconds, with an appropriate greeting.
If applicable, in a challenging situation, you are expected to display _________ and ______ and offer a suitable _______/________.
In a challenging situation, you are expected to display self-control and empathy and offer a suitable alternative/resolution.
While interacting or speaking with the Guest, you should…..
(Select all that apply)
- Refrain from interrupting the Guest
- Actively listen to them
- Give them undivided attention and avoid making them have to repeat themselves
- Maintain alert postures
- Respect the Guest’s presence
While interacting or speaking with the Guest, you should
- *1. Refrain from interrupting the Guest**
- *2. Actively listen to them**
- *3. Give them undivided attention and avoid making them have to repeat themselves**
- *4. Maintain alert postures**
- *5. Respect the Guest’s presence**
If you actively listen to the Guest and provide them your undivided attention, it shows that you listened, cared about them, and value them.
It is important that you maintain alert postures and respect the Guest’s presence when interacting with them.
As a Guest Services Representative/Concierge, you must engage with guests in a _______ , _______ , ______ and _______ manner.
As a Guest Services Representative/Concierge, you must engage with guests in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner.
(i.e. Have an intelligently fair approach given some limitations due to face masks).
As a Guest Services Representative/Concierge, you should display _ ____ _____ __ __________ and _________ in your role.
As a Guest Services Representative/Concierge you should display a high level of confidence and knowledge in your role.
You must display confidence when carrying out your duties and be knowledgeable when answering questions about the hotel facilities or any other question asked by the guest. Even if you don’t know the answer, you must immediately offer to find out the information required.
What is the maximum amount of time you can put someone on hold on a call?
Fifteen seconds
Thirty seconds
The equivalent of three rings
Forty seconds
Thirty seconds.
Note: If the hold time is going to be longer, you (Guest services representative / Concierge) should offer the Guest a return phone call i.e., call back option.
To actively listen on a call, a Guest Services Representative / Concierge should…
(Select all that apply)
- Refrain from interrupting the Guest,
- Ensure there is no background noise that would interfere,
- Respond to the Guest’s request and tie back to information given (celebration of birthday, anniversary, etc.)
To actively listen on a call, a Guest Services Representative / Concierge should
- *1. Refrain from interrupting the Guest,**
- *2. Ensure there is no background noise that would interfere,**
- *3. Respond to the Guest’s request and tie back to information given (celebration of birthday, anniversary, etc.)**
If we listen to the Guest and provide them with custom offering based on their individual needs, we are showing we listened, care about them, and value them.
Also, ensure there is no background noise, that makes the conversation difficult to hear or causes a distraction.
Guests should be offered assistance ________.
In case of a queue, he/she must be _______ _________ with:
a. Hand or facial gestures within ___ minute (s) of approaching the desk, and
b. Offered assistance within ____ minute (s).
Guests should be offered assistance immediately, or if a queue was present he/she should be positively acknowledged with hand or facial gestures within 1 minute of approaching the desk, and offered assistance within 2 minutes.
What should you do to fully understand the Guest’s needs?
You should ask questions to fully understand the Guest’s
needs.
What skills do you display by offering suitable and thorough recommendations based on the information provided by the Guests?
- First-hand knowledge
- Local expertise
- Both of the above
Both of the above.
You display first-hand knowledge and local expertise by offering suitable and thorough recommendations based on the information provided by the Guests.
What should you do if a restaurant recommendation is requested by a Guest?
(Select all that apply)
- Suggest the most expensive restaurants to the Guest
- Ascertain the type of cuisine preferred
- Offer an appropriate choice of options along with an overview of the style of restaurant (e.g. casual, formal etc.).
If a restaurant recommendation is requested by a Guest, you should ascertain the type of cuisine preferred and then offer an appropriate choice of options along with an overview of the style of restaurant (e.g. casual, formal etc.).
When the Guests ask for recommendations on services/dining options, you should first promote the services/dining options of nearby hotels.
(True or False)
False.
When the Guests ask for recommendations on services/dining options, you should promote the hotel’s services/outlets first, before suggesting outside alternatives.
