F&CS GUEST SERVICE PROFESSIONAL CERT EXAM
WITH ALL CORRECT & 100% VERIFIED ANSWERS|
UPDATED TO PASS
A front desk rep at your property, always provides adequate guest service but says she fears taking
risks to get involved with guests to provide exceptional guest service. Which of the following qualities
of a guest service champion is she lacking?
Compassion
Consistency
Confidence
Consideration ✔Correct Answer-confidence
You are seating a group at your property's restaurant and hear them discussing the special dietary
needs of one of the guests. Which of the following responses is the best example of using initiative to
go above and beyond to provide outstanding service in this situation?
Respect the guest's privacy and continue with the meal service as usual.
Ask the chef to visit the table and discuss other available menu items.
Be prepared to discuss ingredients and cooking methods of menu items.
Express your concern by asking the reason for the special restrictions. ✔Correct Answer-Be
prepared to discuss ingredients and cooking methods of menu items.
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?
Tell guests to walk slowly and watch their step on the lobby's marble floor.
Position rubber mats at the main entrance doors to help control the water
Ask housekeeping for a supply of towels to make available for wet guests.
Place caution signs on the wet floor to indicate a slip hazard to your guests. ✔Correct Answer-Ask
housekeeping for a supply of towels to make available for wet guests.
As a concierge at your property, you are arranging a rental car for a guest when he mentions the
bathtub in his room isn't draining properly. Which of the following responses best describes the final
step of following through on excellent guest service in this situation?
You contact maintenance about the guest's concern with the tub.
You tell the guest the hotel's bathtubs always tend to drain slowly.
You make a note of the problem with the tub in the concierge log.
You call the guest to check the repaired tub now drains properly. ✔Correct Answer-You call the
guest to check the repaired tub now drains properly.
In a conversation with a guest traveling on business, you discover he is missing his daughter's
birthday celebration while he's away. Which of the following responses is the most appropriate
example of using EMPATHY to provide extraordinary service in this situation?
Offer your sympathies and remind him his daughter will have other birthdays.
, Present him with a birthday card signed by the entire staff to give to her.
Point out local entertainment options to take his mind off his daughter.
Make arrangements for his daughter to travel to the hotel to surprise him. ✔Correct Answer-
Present him with a birthday card signed by the entire staff to give to her.
A group of guests are staying at your property as part of a local softball tournament. Which of the
following responses is the most appropriate example of providing guests a surprise that goes above
and beyond standard service in this situation?
Put all softball players on one floor so they aren't bothered by other guests
Highlight amenities such as fitness equipment and pool hours during check-in.
Provide players with directions to the nicest day spa in the area when asked.
Assemble employees to wish the players luck as they leave for their first game. ✔Correct Answer-
Assemble employees to wish the players luck as they leave for their first game.
When cleaning an occupied guestroom, you find a child's stuffed animals piled on a chair. Which of
the following responses is the most appropriate example of delighting a guest with your service in
this situation?
Leave the toys right where they are so the child can easily find them later.
Arrange the animals on the bed with the remote as if they are watching TV.
Put the animals away in a drawer to help keep the room's appearance neat.
Go to a local toy store and purchase a plush toy to add to the collection. ✔Correct Answer-Arrange
the animals on the bed with the remote as if they are watching TV.
A group of sports fans staying at your property asks you to take their picture before leaving for a
game at the local sports arena. You discover their camera's batteries are dead. Which of the
following responses is the best example of authentic guest service in this situation?
Inform the guests the batteries are dead, and hand the camera back to them.
Offer to purchase new batteries and deliver them to the guests at the arena.
Partner with maintenance to offer the guests a set of replacement batteries.
Provide the guests with detailed directions to the nearest convenience store. ✔Correct Answer-
Partner with maintenance to offer the guests a set of replacement batteries.
Management recently introduced new pet friendly policies for several of the guestrooms at your
property. Which of the following responses is the best example of going above and beyond by using
your initiative to provide excellent service in this situation?
Know the established location for guests to walk pets when asked.
Restock informational cards about the new policy in all the guestrooms.
Become familiar with the guidelines for guests staying with their pets.
Carry treats in your uniform pocket to offer your four-legged guests. ✔Correct Answer-Carry treats
in your uniform pocket to offer your four-legged guests
A business guest informs you a very important document is supposed to be delivered for her, but she
has to leave the hotel for a while. Which of the following responses best illustrates going above and
beyond to deliver excellent guest service in this situation?
Ask the messenger to come back with package when the guest returns.
Give the package to a bell person so it can be delivered to the guest's room.
WITH ALL CORRECT & 100% VERIFIED ANSWERS|
UPDATED TO PASS
A front desk rep at your property, always provides adequate guest service but says she fears taking
risks to get involved with guests to provide exceptional guest service. Which of the following qualities
of a guest service champion is she lacking?
Compassion
Consistency
Confidence
Consideration ✔Correct Answer-confidence
You are seating a group at your property's restaurant and hear them discussing the special dietary
needs of one of the guests. Which of the following responses is the best example of using initiative to
go above and beyond to provide outstanding service in this situation?
Respect the guest's privacy and continue with the meal service as usual.
Ask the chef to visit the table and discuss other available menu items.
Be prepared to discuss ingredients and cooking methods of menu items.
Express your concern by asking the reason for the special restrictions. ✔Correct Answer-Be
prepared to discuss ingredients and cooking methods of menu items.
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?
Tell guests to walk slowly and watch their step on the lobby's marble floor.
Position rubber mats at the main entrance doors to help control the water
Ask housekeeping for a supply of towels to make available for wet guests.
Place caution signs on the wet floor to indicate a slip hazard to your guests. ✔Correct Answer-Ask
housekeeping for a supply of towels to make available for wet guests.
As a concierge at your property, you are arranging a rental car for a guest when he mentions the
bathtub in his room isn't draining properly. Which of the following responses best describes the final
step of following through on excellent guest service in this situation?
You contact maintenance about the guest's concern with the tub.
You tell the guest the hotel's bathtubs always tend to drain slowly.
You make a note of the problem with the tub in the concierge log.
You call the guest to check the repaired tub now drains properly. ✔Correct Answer-You call the
guest to check the repaired tub now drains properly.
In a conversation with a guest traveling on business, you discover he is missing his daughter's
birthday celebration while he's away. Which of the following responses is the most appropriate
example of using EMPATHY to provide extraordinary service in this situation?
Offer your sympathies and remind him his daughter will have other birthdays.
, Present him with a birthday card signed by the entire staff to give to her.
Point out local entertainment options to take his mind off his daughter.
Make arrangements for his daughter to travel to the hotel to surprise him. ✔Correct Answer-
Present him with a birthday card signed by the entire staff to give to her.
A group of guests are staying at your property as part of a local softball tournament. Which of the
following responses is the most appropriate example of providing guests a surprise that goes above
and beyond standard service in this situation?
Put all softball players on one floor so they aren't bothered by other guests
Highlight amenities such as fitness equipment and pool hours during check-in.
Provide players with directions to the nicest day spa in the area when asked.
Assemble employees to wish the players luck as they leave for their first game. ✔Correct Answer-
Assemble employees to wish the players luck as they leave for their first game.
When cleaning an occupied guestroom, you find a child's stuffed animals piled on a chair. Which of
the following responses is the most appropriate example of delighting a guest with your service in
this situation?
Leave the toys right where they are so the child can easily find them later.
Arrange the animals on the bed with the remote as if they are watching TV.
Put the animals away in a drawer to help keep the room's appearance neat.
Go to a local toy store and purchase a plush toy to add to the collection. ✔Correct Answer-Arrange
the animals on the bed with the remote as if they are watching TV.
A group of sports fans staying at your property asks you to take their picture before leaving for a
game at the local sports arena. You discover their camera's batteries are dead. Which of the
following responses is the best example of authentic guest service in this situation?
Inform the guests the batteries are dead, and hand the camera back to them.
Offer to purchase new batteries and deliver them to the guests at the arena.
Partner with maintenance to offer the guests a set of replacement batteries.
Provide the guests with detailed directions to the nearest convenience store. ✔Correct Answer-
Partner with maintenance to offer the guests a set of replacement batteries.
Management recently introduced new pet friendly policies for several of the guestrooms at your
property. Which of the following responses is the best example of going above and beyond by using
your initiative to provide excellent service in this situation?
Know the established location for guests to walk pets when asked.
Restock informational cards about the new policy in all the guestrooms.
Become familiar with the guidelines for guests staying with their pets.
Carry treats in your uniform pocket to offer your four-legged guests. ✔Correct Answer-Carry treats
in your uniform pocket to offer your four-legged guests
A business guest informs you a very important document is supposed to be delivered for her, but she
has to leave the hotel for a while. Which of the following responses best illustrates going above and
beyond to deliver excellent guest service in this situation?
Ask the messenger to come back with package when the guest returns.
Give the package to a bell person so it can be delivered to the guest's room.
