CERTIFIED GUEST SERVICE
PROFESSIONAL (CGSP)
EXAMINATION QUESTIONS WITH
100% CORRECT ANSWERS!!
1 of 30
Term
When is the most appropriate time to get involved in a guest service
situation?
Give this one a try later!
When you first recognize the When the guest explicitly asks for
guest's needs. assistance.
, When other staff members are When the guest shows signs of
busy with their tasks. frustration.
Don't know?
2 of 30
Term
Which of the following is the most important to providing
guests outstanding service?
Give this one a try later!
Your knowledge Your words because they
because it impresses convey the hotel's policies.
the guests.
Your actions because
Your appearance because it
they show guests
reflects the hotel's brand.
what can be done.
Don't know?
3 of 30
Term
Which of the following statements is true about using initiative
when providing guest service?
, Give this one a try later!
Only high-budget initiatives All effective service ideas
can improve guest service. require significant financial
investment.
Some of the best ideas
cost little to no money Implementing ideas without guest
to feedback is always effective.
implement.
Don't know?
4 of 30
Term
You are working the front desk during one of the worst
rainstorms your area has ever seen. Which of the following
is the most
appropriate example of using empathy to go above and
beyond to
provide extraordinary service in this situation?
Give this one a try later!
Ask housekeeping for a
supply of towels to make Refuse to assist guests during
available for wet guests. the storm due to safety
concerns.
Provide umbrellas for sale Direct guests to wait outside
instead of towels. until the storm passes.
PROFESSIONAL (CGSP)
EXAMINATION QUESTIONS WITH
100% CORRECT ANSWERS!!
1 of 30
Term
When is the most appropriate time to get involved in a guest service
situation?
Give this one a try later!
When you first recognize the When the guest explicitly asks for
guest's needs. assistance.
, When other staff members are When the guest shows signs of
busy with their tasks. frustration.
Don't know?
2 of 30
Term
Which of the following is the most important to providing
guests outstanding service?
Give this one a try later!
Your knowledge Your words because they
because it impresses convey the hotel's policies.
the guests.
Your actions because
Your appearance because it
they show guests
reflects the hotel's brand.
what can be done.
Don't know?
3 of 30
Term
Which of the following statements is true about using initiative
when providing guest service?
, Give this one a try later!
Only high-budget initiatives All effective service ideas
can improve guest service. require significant financial
investment.
Some of the best ideas
cost little to no money Implementing ideas without guest
to feedback is always effective.
implement.
Don't know?
4 of 30
Term
You are working the front desk during one of the worst
rainstorms your area has ever seen. Which of the following
is the most
appropriate example of using empathy to go above and
beyond to
provide extraordinary service in this situation?
Give this one a try later!
Ask housekeeping for a
supply of towels to make Refuse to assist guests during
available for wet guests. the storm due to safety
concerns.
Provide umbrellas for sale Direct guests to wait outside
instead of towels. until the storm passes.
