Guest Service Gold Test Questions and Answers
100% Correct | Latest 2024-2025
Allowing your personality to shine through your service is important because? -
ANSWER Guest do not want to talk with someone who sounds stiff
Injecting your personality into your service can make a guest feel that they are? -
ANSWER More important than others
How can you provide each guest with a guest service GOLD® experience? -
ANSWER Look for ways to personalize your service.
If it seem like you are following a script, treating all guests exactly the same,
offering pleasant but predictably identical service, your guest may think the
service you provide is not: - ANSWER personalized.
Your hotel is pet friendly on the third floor only. Stacey, checked into her room and
has severe pet allergies. She calls down to the front desk and complains that cat
hair is everywhere. What should you do? - ANSWER Apologize quickly, make
sure she is feeling ok and get her moved to a clean pet free room
Providing extraordinary service for your guest with disabilities - ANSWER is not
really any different from the same service you provide to all guest
Guest recovery is best described as? - ANSWER Responding quickly to a service
failure
, Which of the statements best reflects the attitude needed to provide outstanding
guest services: - ANSWER I always put myself in the guests shoes when
providing service
Personalized guest service is best described as? - ANSWER Identifying ways to
make guest's experience unique
You should always try to make your business better and raise the quality of service
to guest, you should also look for ways to: - ANSWER Personalize the service
you offer
Being committed to providing outstanding guest service is best described as: -
ANSWER knowing what service guest need without them having to specifically
ask for it
A disability is: - ANSWER any condition, a mental or physical problem that
limits major life activities, a pre-existing condition
Which one provides the best example of an outcome when someone provides
personalized guest services. - ANSWER The guest will feel appreciated and
cared for
Which of the following is the most likely reason for losing guests business? -
ANSWER Guest wasn't happy with their stay at your property due to bad
service.
Connecting with your guests should make them feel all of the following except: -
ANSWER demanding.
100% Correct | Latest 2024-2025
Allowing your personality to shine through your service is important because? -
ANSWER Guest do not want to talk with someone who sounds stiff
Injecting your personality into your service can make a guest feel that they are? -
ANSWER More important than others
How can you provide each guest with a guest service GOLD® experience? -
ANSWER Look for ways to personalize your service.
If it seem like you are following a script, treating all guests exactly the same,
offering pleasant but predictably identical service, your guest may think the
service you provide is not: - ANSWER personalized.
Your hotel is pet friendly on the third floor only. Stacey, checked into her room and
has severe pet allergies. She calls down to the front desk and complains that cat
hair is everywhere. What should you do? - ANSWER Apologize quickly, make
sure she is feeling ok and get her moved to a clean pet free room
Providing extraordinary service for your guest with disabilities - ANSWER is not
really any different from the same service you provide to all guest
Guest recovery is best described as? - ANSWER Responding quickly to a service
failure
, Which of the statements best reflects the attitude needed to provide outstanding
guest services: - ANSWER I always put myself in the guests shoes when
providing service
Personalized guest service is best described as? - ANSWER Identifying ways to
make guest's experience unique
You should always try to make your business better and raise the quality of service
to guest, you should also look for ways to: - ANSWER Personalize the service
you offer
Being committed to providing outstanding guest service is best described as: -
ANSWER knowing what service guest need without them having to specifically
ask for it
A disability is: - ANSWER any condition, a mental or physical problem that
limits major life activities, a pre-existing condition
Which one provides the best example of an outcome when someone provides
personalized guest services. - ANSWER The guest will feel appreciated and
cared for
Which of the following is the most likely reason for losing guests business? -
ANSWER Guest wasn't happy with their stay at your property due to bad
service.
Connecting with your guests should make them feel all of the following except: -
ANSWER demanding.
