HOSPITALITY SEMESTER EXAM WITH ALL CORRECT &
100% VERIFIED ANSWERS|ALREADY GRADED A+
How does providing a Guest Service GOLD® experience benefit your property? ✔Correct Answer-
Guests will tell family and friends about their great experience.
Connecting with your guests should make them feel all of the following except: ✔Correct Answer-
demanding. (they feel special, included, and cared for)
If it seems 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: ✔Correct
Answer-personalized.
Taking the initiative to expand your knowledge of your property and the surrounding area to provide
Guest Service GOLD® means you: ✔Correct Answer-constantly search for relevant information to
store for later use.
When you inject your ___________ in the guest service you provide, guests feel like they have made
a personal connection with you. ✔Correct Answer-personality
Providing an inclusive environment for your guests requires you do all of the following except:
✔Correct Answer-Separate disabled guests from all other guests to ensure their safety.
Providing a Guest Service GOLD® experience by successfully addressing a service failure means you
followed the principles of: ✔Correct Answer-Recovery: Turn it Around!
Passion: ✔Correct Answer-all of these(for your job will help you go above and beyond when
delivering guest service., comes in many shapes and sizes and a person can be passionate about
anything., is an emotion that comes from within you.
How can you provide each guest with a guest service GOLD® experience? ✔Correct Answer-Look
for ways to personalize your service.
At your property, who's responsible for ensuring guests receive excellent guest service? ✔Correct
Answer-All Staff members
The flow of business can be divided into a four-stage ___________ . ✔Correct Answer-Guest cycle
What stage of the guest cycle deals with collecting payment for services received? ✔Correct
Answer-Departure
___________ is the time when the guest expects to be immersed in an experience so they may see,
do, eat, and explore. ✔Correct Answer-Occupancy
The "moment of truth" for customers occurs during which step of the guest cycle? ✔Correct
Answer-Arrival
Guests have their own expectations based on a number of diverse factors such as their personality,
life experience, education and ________ __________. ✔Correct Answer-Discretionary income
, A measurable set of goals, objectives that can be used to determine the level of performance by
each employee is known as: ✔Correct Answer-Job performance standards
As part of providing quality guest service, you should make your guest feels ✔Correct Answer-All
of these answers(welcomed, appreciated, and valued)
The hospitality and tourism industry has chosen to refer to those they provide goods, products, or
services to as: ✔Correct Answer-Guests
A series of enhanced experiences provided to a guest by a hospitality employee is known as:
✔Correct Answer-Quality guest service
Which of the following is part of the pre-arrival process? ✔Correct Answer-Car
reservation(booking a hotel, deciding budget, and making reservations)
Eco-tourism, archeological tours, and ___________ travel have all become popular trends.
✔Correct Answer-Heritage travel
A particular product or company associated with a name, logo, or unique characteristic that serves to
identify a particular product or company is called a: ✔Correct Answer-brand
During a guest complaint situation, a very important part of guest advocacy is called: ✔Correct
Answer-guest recovery
Successful hospitality operations know that a happy guest is likely to visit often, ___________, and
will recommend others do the same. ✔Correct Answer-spend more
Regularly provide guests with the chance to give feedback about their guest experience using
comments cards, sending a link to an online survey, making a follow-up phone call, or: ✔Correct
Answer-Have a feedback section on your website
Which type of traveler is not an example of guest diversity? ✔Correct Answer-Non-show guests
Guest service professionals must be prepared to step in and provide guests with the knowledge,
___________, and answers they will need in order to raise their comfort level. ✔Correct Answer-
Expertise
The stages of the guest experience cycle are: ✔Correct Answer-Idea, decide, participate, advocate
Which of these elements is NOT one of the Guest Service GOLD elements? ✔Correct Answer-
Innovation
A common model used for achieving win-win outcomes to guest complaints is the: ✔Correct
Answer-L.A.T.E model
If you are the manager of a property and would like to review the costs and expenses of your
operation during a specific period of time, you would refer to the: ✔Correct Answer-Profit and loss
report
100% VERIFIED ANSWERS|ALREADY GRADED A+
How does providing a Guest Service GOLD® experience benefit your property? ✔Correct Answer-
Guests will tell family and friends about their great experience.
Connecting with your guests should make them feel all of the following except: ✔Correct Answer-
demanding. (they feel special, included, and cared for)
If it seems 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: ✔Correct
Answer-personalized.
Taking the initiative to expand your knowledge of your property and the surrounding area to provide
Guest Service GOLD® means you: ✔Correct Answer-constantly search for relevant information to
store for later use.
When you inject your ___________ in the guest service you provide, guests feel like they have made
a personal connection with you. ✔Correct Answer-personality
Providing an inclusive environment for your guests requires you do all of the following except:
✔Correct Answer-Separate disabled guests from all other guests to ensure their safety.
Providing a Guest Service GOLD® experience by successfully addressing a service failure means you
followed the principles of: ✔Correct Answer-Recovery: Turn it Around!
Passion: ✔Correct Answer-all of these(for your job will help you go above and beyond when
delivering guest service., comes in many shapes and sizes and a person can be passionate about
anything., is an emotion that comes from within you.
How can you provide each guest with a guest service GOLD® experience? ✔Correct Answer-Look
for ways to personalize your service.
At your property, who's responsible for ensuring guests receive excellent guest service? ✔Correct
Answer-All Staff members
The flow of business can be divided into a four-stage ___________ . ✔Correct Answer-Guest cycle
What stage of the guest cycle deals with collecting payment for services received? ✔Correct
Answer-Departure
___________ is the time when the guest expects to be immersed in an experience so they may see,
do, eat, and explore. ✔Correct Answer-Occupancy
The "moment of truth" for customers occurs during which step of the guest cycle? ✔Correct
Answer-Arrival
Guests have their own expectations based on a number of diverse factors such as their personality,
life experience, education and ________ __________. ✔Correct Answer-Discretionary income
, A measurable set of goals, objectives that can be used to determine the level of performance by
each employee is known as: ✔Correct Answer-Job performance standards
As part of providing quality guest service, you should make your guest feels ✔Correct Answer-All
of these answers(welcomed, appreciated, and valued)
The hospitality and tourism industry has chosen to refer to those they provide goods, products, or
services to as: ✔Correct Answer-Guests
A series of enhanced experiences provided to a guest by a hospitality employee is known as:
✔Correct Answer-Quality guest service
Which of the following is part of the pre-arrival process? ✔Correct Answer-Car
reservation(booking a hotel, deciding budget, and making reservations)
Eco-tourism, archeological tours, and ___________ travel have all become popular trends.
✔Correct Answer-Heritage travel
A particular product or company associated with a name, logo, or unique characteristic that serves to
identify a particular product or company is called a: ✔Correct Answer-brand
During a guest complaint situation, a very important part of guest advocacy is called: ✔Correct
Answer-guest recovery
Successful hospitality operations know that a happy guest is likely to visit often, ___________, and
will recommend others do the same. ✔Correct Answer-spend more
Regularly provide guests with the chance to give feedback about their guest experience using
comments cards, sending a link to an online survey, making a follow-up phone call, or: ✔Correct
Answer-Have a feedback section on your website
Which type of traveler is not an example of guest diversity? ✔Correct Answer-Non-show guests
Guest service professionals must be prepared to step in and provide guests with the knowledge,
___________, and answers they will need in order to raise their comfort level. ✔Correct Answer-
Expertise
The stages of the guest experience cycle are: ✔Correct Answer-Idea, decide, participate, advocate
Which of these elements is NOT one of the Guest Service GOLD elements? ✔Correct Answer-
Innovation
A common model used for achieving win-win outcomes to guest complaints is the: ✔Correct
Answer-L.A.T.E model
If you are the manager of a property and would like to review the costs and expenses of your
operation during a specific period of time, you would refer to the: ✔Correct Answer-Profit and loss
report
