Ahlei Guest Service Training Final Exam Updated Actual Questions And Correct Answers

AHLEI Guest Service Training Final Exam UPDATED ACTUAL QUESTIONS AND CORRECT ANSWERS Golden Ops - CORRECT ANSWER Recovery Formula - CORRECT ANSWER inconvenience and disruption to their stay Great guest service that leaves a lasting impression 1/ Using sympathy, apologize for the 2/ Explain the cause of the problem and act quickly to provide an adequate solution 3/ If able, offer something that is truly of value to the guest 4/ Let the guest know they are important 5/ Learn from the experience and put measures in place to prevent similar situations from occurring in the future Personalization Formula - CORRECT ANSWER 1. Look for ops to create unique experiences 2. Use the information at your disposal and your own observations to get to know your guests 3. Greet and look each guest in the eyes 4. Always use the guest' name whenever possible 5. Engage guests in conversation and remember what they tell you Knowledge Formula - CORRECT ANSWER 1. If you can't immediately find an answer to the question, ask the guest for a way to contact them once you have the information 2. Enlist the help of your coworkers 3. Approach every situation as a learning experience 4. Know your surroundings, property, and amenities 5. Don't fake it. Incorrect information can cause guests to lose trust in you and the property Passion Formula - CORRECT ANSWER 1. Know the things you are passionate about 2. Incorporate your passions into your daily work 3. Share your passions with your coworkers 4. Talk about your job-related passions 5. Don't ever stop loving what you do! Commitment Formula - CORRECT ANSWER 2. Volunteer to help other staff 3. Build relationships 4. Be a role model of commitment 5. Partner with people in other departments Inclusion Formula - CORRECT ANSWER 1. Understand your role in guest service