GUEST SERVICE EXAM WITH ALL CORRECT & 100%
VERIFIED ANSWERS|ALREADY GRADED A+
Allowing your personality to shine through your service is important because: ✔Correct Answer-
Guest don't want to talk to someone who sounds stiff and impersonal
Which of the following is the most likely reason for losing guests' business. ✔Correct Answer-
Guest are dissatisfied with service.
When you are assisting a person with a disability, you should: ✔Correct Answer-Be patient, stay
relaxed, an adapt your behavior to the situation.
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.
Allowing your personality to shine through your service allows guests to: ✔Correct Answer-Interact
with you in a more personal manner.
Maria loves to make kids smile. In fact, before joining the team at the front desk she worked as an
elementary school substitute teacher. Which of the following is the best example of Maria using her
passion while delivering outstanding guest service? ✔Correct Answer-She greets all guests
enthusiastically and spends a little extra time with each child.
Personalized guest service is best described as: ✔Correct Answer-Identifying ways to make a
guest's experience unique.
Being committed to providing outstanding guest service is best described as: ✔Correct Answer-
Knowing that guest service is a team effort that requires everyone's involvement.
Guest Recovery is best described as: ✔Correct Answer-Responding quickly to a service failure.
In order to better serve guests with disabilities, it is important for you to: ✔Correct Answer-Have a
thorough knowledge of the accessible facilities and services your property offers.
Which of the following is part of the Guest Recovery Formula? ✔Correct Answer-Using empathy,
apologize foe the inconvenience and disruption to their stay.
If being passionate about your job means you provide guest service that is special to you, using you
passions to provide authentic guest service suggests you should: ✔Correct Answer-Reflect on what
inspires you.
Which of the following statements is true regarding being passionate about providing outstanding
guest service? ✔Correct Answer-Having passion for something means you want to see it done
well.
Management recently introduced new pet-friendly policies for several of the guestrooms at your
property. Michelle, a frequent guest, has severe allergies and has called the front desk to complain
about pet hair in her room. Which of the following responses is the best example of going above and
VERIFIED ANSWERS|ALREADY GRADED A+
Allowing your personality to shine through your service is important because: ✔Correct Answer-
Guest don't want to talk to someone who sounds stiff and impersonal
Which of the following is the most likely reason for losing guests' business. ✔Correct Answer-
Guest are dissatisfied with service.
When you are assisting a person with a disability, you should: ✔Correct Answer-Be patient, stay
relaxed, an adapt your behavior to the situation.
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.
Allowing your personality to shine through your service allows guests to: ✔Correct Answer-Interact
with you in a more personal manner.
Maria loves to make kids smile. In fact, before joining the team at the front desk she worked as an
elementary school substitute teacher. Which of the following is the best example of Maria using her
passion while delivering outstanding guest service? ✔Correct Answer-She greets all guests
enthusiastically and spends a little extra time with each child.
Personalized guest service is best described as: ✔Correct Answer-Identifying ways to make a
guest's experience unique.
Being committed to providing outstanding guest service is best described as: ✔Correct Answer-
Knowing that guest service is a team effort that requires everyone's involvement.
Guest Recovery is best described as: ✔Correct Answer-Responding quickly to a service failure.
In order to better serve guests with disabilities, it is important for you to: ✔Correct Answer-Have a
thorough knowledge of the accessible facilities and services your property offers.
Which of the following is part of the Guest Recovery Formula? ✔Correct Answer-Using empathy,
apologize foe the inconvenience and disruption to their stay.
If being passionate about your job means you provide guest service that is special to you, using you
passions to provide authentic guest service suggests you should: ✔Correct Answer-Reflect on what
inspires you.
Which of the following statements is true regarding being passionate about providing outstanding
guest service? ✔Correct Answer-Having passion for something means you want to see it done
well.
Management recently introduced new pet-friendly policies for several of the guestrooms at your
property. Michelle, a frequent guest, has severe allergies and has called the front desk to complain
about pet hair in her room. Which of the following responses is the best example of going above and
