CERTIFIED GUEST SERVICE PROFESSIONAL (CGSP)
EXAMINATION WITH ALL CORRECT & 100% VERIFIED
ANSWERS|UPDATED TO PASS
Which of the following statements describes the best way to prepare to provide extraordinary guest
service? ✔Correct answer-Find resources available to help you offer guest service.
Using intuition to provide guest service means: ✔Correct answer-Distinguishing a service response
that feels real to a guest.
Using initiative to offer outstanding guest service best describes your: ✔Correct answer-Personal
willingness to provide service.
Diane, a front-desk representative at your property, always provides adequate guest service but she
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. ✔Correct answer-Confidence
A bridal party staying at your property is using a luggage cart to transport boxes of fresh flowers and
vases to a guest room where they will be arranged for the wedding reception. Which of the following
responses is the best example of using intuition to provide excellent service in this situation?
✔Correct answer-Offer use of an empty meeting room to arrange and store flowers.
Which of the following statements best reflects the attitude needed to provide outstanding guest
service? ✔Correct answer-I always put myself in the guest's shoes when providing service.
Which of the following statements is true about using initiative when providing guest service?
✔Correct answer-Some of the best ideas cost little to no money to implement.
Delighting guests is best described as: ✔Correct answer-Knowing what service to provide.
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? ✔Correct answer-Carry treats in your
uniform pocket to offer your four-legged guests.
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? ✔Correct answer-Ask housekeeping for a supply of towels
to make available for wet guests.
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? ✔Correct answer-Assemble employees to wish the
players luck as they leave for their first game.
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
EXAMINATION WITH ALL CORRECT & 100% VERIFIED
ANSWERS|UPDATED TO PASS
Which of the following statements describes the best way to prepare to provide extraordinary guest
service? ✔Correct answer-Find resources available to help you offer guest service.
Using intuition to provide guest service means: ✔Correct answer-Distinguishing a service response
that feels real to a guest.
Using initiative to offer outstanding guest service best describes your: ✔Correct answer-Personal
willingness to provide service.
Diane, a front-desk representative at your property, always provides adequate guest service but she
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. ✔Correct answer-Confidence
A bridal party staying at your property is using a luggage cart to transport boxes of fresh flowers and
vases to a guest room where they will be arranged for the wedding reception. Which of the following
responses is the best example of using intuition to provide excellent service in this situation?
✔Correct answer-Offer use of an empty meeting room to arrange and store flowers.
Which of the following statements best reflects the attitude needed to provide outstanding guest
service? ✔Correct answer-I always put myself in the guest's shoes when providing service.
Which of the following statements is true about using initiative when providing guest service?
✔Correct answer-Some of the best ideas cost little to no money to implement.
Delighting guests is best described as: ✔Correct answer-Knowing what service to provide.
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? ✔Correct answer-Carry treats in your
uniform pocket to offer your four-legged guests.
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? ✔Correct answer-Ask housekeeping for a supply of towels
to make available for wet guests.
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? ✔Correct answer-Assemble employees to wish the
players luck as they leave for their first game.
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
