LQA - Emotional Intelligence Flashcards
Standards (13 cards)
What is Standard #19 for Guest Service & Concierge?
Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
What number is this standard: “Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?”
Standard #20
What is Standard #21 for Guest Service & Concierge?
Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
What number is this standard: “ Did the employee use the guest name naturally and discreetly without overusing it?
Standard #22
What is Standard #23 for Guest Service & Concierge?
Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required?
What number is this standard: “ Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunity of the guest? “
Standard #24
What is Standard #25 for Guest Service & Concierge?
Did the employee adapt to a changing situation and/or guest’s need?
What number is this standard: “ Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?”
Standard #26
What is Standard #27 for Guest Service & Concierge?
Did an employee personalize the interaction in any way and engage the guest as an individual?
What number is this standard: “ Did the employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?”
Standard #28
What is Standard #29 for Guest Service & Concierge?
Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
What number is this standard: “Did the employees maintain alert postures and respect the guest’s presence when interacting with each other?”
Standard #30
What is Standard #31 for Guest Service & Concierge?
Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
