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Quiz 5

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Service Excellence
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1. When providing a room orientation, which of the following would you point out to the guest?
The hairdryer in a drawer in the bottom of the closet The king size bed The shower The writing desk
2. True or False: you must always leave the guest’s luggage on the floor in their room so that the guest can decide where to put it
True False
3. Which of the following is NOT an anticipatory service?
Offering a wake-up call Assisting the guest with their luggage Offering to schedule golf tee times Offering to make a dinner reservation for the guest
4. Which of the following is an example of showing a genuine interest in the guest?
Asking the guest what their plans are during their stay Asking the guests if they enjoyed their family holiday Asking the guest how many pieces of luggage they have Asking the guest how long their drive home will be
5. True or False: when introducing your property to the guest, you must describe every outlet in detail including concepts and opening hours and you must walk the guest to each one
True False