AHLEI FINAL STUDY SHEET 2026
COMPLETE QUESTIONS AND ANSWERS.
◍ Passion Formula. Answer- 1. Know the things you are passionate
about
2. Incorporate your passions into your daily work
3. Share your passions with your coworkers
4. Talk about your job-related passions
5. Don't ever stop loving what you do!
◍ Commitment Formula. Answer- 1. Understand your role in guest
service
2. Volunteer to help other staff
3. Build relationships
4. Be a role model of commitment
5. Partner with people in other departments
◍ Inclusion Formula. Answer- 1. Respect and value all of the property's
guests
2. Have a thorough knowledge of the accessible facilities and services
your property offers
3. Know the laws about service animals and how to behave around them
4. Understand the unique needs of disabled guests
, 5. Treat every guest as a special guest, because to us, they are
◍ Personality Formula. Answer- 1. Be respectful and appropriate with
all guests
2. Don't share information that is embarrassing or controversial
3. Be relatable and approachable
4. Share your stories and use humor, when appropriate, in your service
5. Smile and vary the way you interact with each guest
◍ Guest Service Gold. Answer- Experience that benefits the property by
guests telling family and friends about their great experience
◍ Personal Connection. Answer- Making guests feel seen and
developing close relationships
◍ Seamless Guest Service. Answer- Means being committed to working
as a team without gaps in service
◍ ADA Regulations. Answer- Follows regulations to respect and value
all guests, have knowledge of accessible facilities, understand unique
needs of disabled guests, and treat every guest as special
◍ Authenticity. Answer- Representing the organization's core values and
being genuine
COMPLETE QUESTIONS AND ANSWERS.
◍ Passion Formula. Answer- 1. Know the things you are passionate
about
2. Incorporate your passions into your daily work
3. Share your passions with your coworkers
4. Talk about your job-related passions
5. Don't ever stop loving what you do!
◍ Commitment Formula. Answer- 1. Understand your role in guest
service
2. Volunteer to help other staff
3. Build relationships
4. Be a role model of commitment
5. Partner with people in other departments
◍ Inclusion Formula. Answer- 1. Respect and value all of the property's
guests
2. Have a thorough knowledge of the accessible facilities and services
your property offers
3. Know the laws about service animals and how to behave around them
4. Understand the unique needs of disabled guests
, 5. Treat every guest as a special guest, because to us, they are
◍ Personality Formula. Answer- 1. Be respectful and appropriate with
all guests
2. Don't share information that is embarrassing or controversial
3. Be relatable and approachable
4. Share your stories and use humor, when appropriate, in your service
5. Smile and vary the way you interact with each guest
◍ Guest Service Gold. Answer- Experience that benefits the property by
guests telling family and friends about their great experience
◍ Personal Connection. Answer- Making guests feel seen and
developing close relationships
◍ Seamless Guest Service. Answer- Means being committed to working
as a team without gaps in service
◍ ADA Regulations. Answer- Follows regulations to respect and value
all guests, have knowledge of accessible facilities, understand unique
needs of disabled guests, and treat every guest as special
◍ Authenticity. Answer- Representing the organization's core values and
being genuine
