Guest Service Professional Certification
Exam Questions & Answers (Grade A+)
when is the most appropriate time to get involved in a guest service
situation? -
correct answer ✅when you first recognize the guest's needs
in order to be a guest service champion, you must: -
correct answer ✅get involved with guests
The best outcome of 'following through' on exceptional service for
a guest situation is when -
correct answer ✅the situation is resolved to the guest's
satisfaction.
the most important element of communicating with guests is -
correct answer ✅listening to guests
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
, Guest Service Professional Certification
Exam Questions & Answers (Grade A+)
the best example of using intuition to provide exceptional guest
service is -
correct answer ✅observe guest to identify service they may not
yet recognize they need.
You are seating a group at your property's restaurant and hear
them discussing the special dietary needs of one of the guests. The
following response is the best example of using initiative to go
above and beyond to provide outstanding service in this situation. -
correct answer ✅ask chef to visit the table to discuss other
available menu options
A bell person has worked for 5 yr. His property's management and
co-workers all consider him a guest service champion. the following
statement describes why they feel that way. -
correct answer ✅he consistently goes out of his way to create
great guest service experiences
you are working the front desk during one of the worst rainstorms
your area has ever seen. The following is the most appropriate
example of using empathy to go above and beyond to provide
extraordinary service in this situation. -
correct answer ✅ask housekeeping for a supply of towels to make
available for wet guests
Exam Questions & Answers (Grade A+)
when is the most appropriate time to get involved in a guest service
situation? -
correct answer ✅when you first recognize the guest's needs
in order to be a guest service champion, you must: -
correct answer ✅get involved with guests
The best outcome of 'following through' on exceptional service for
a guest situation is when -
correct answer ✅the situation is resolved to the guest's
satisfaction.
the most important element of communicating with guests is -
correct answer ✅listening to guests
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
, Guest Service Professional Certification
Exam Questions & Answers (Grade A+)
the best example of using intuition to provide exceptional guest
service is -
correct answer ✅observe guest to identify service they may not
yet recognize they need.
You are seating a group at your property's restaurant and hear
them discussing the special dietary needs of one of the guests. The
following response is the best example of using initiative to go
above and beyond to provide outstanding service in this situation. -
correct answer ✅ask chef to visit the table to discuss other
available menu options
A bell person has worked for 5 yr. His property's management and
co-workers all consider him a guest service champion. the following
statement describes why they feel that way. -
correct answer ✅he consistently goes out of his way to create
great guest service experiences
you are working the front desk during one of the worst rainstorms
your area has ever seen. The following is the most appropriate
example of using empathy to go above and beyond to provide
extraordinary service in this situation. -
correct answer ✅ask housekeeping for a supply of towels to make
available for wet guests
