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Quiz 1

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Service Excellence
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1. Which of the following is not a common error that occurs in a guest’s arrival experience?
Everyone showing the same care The guest not getting a room orientation Guests getting lost on the way into the hotel Thinking we are offering thoughtful gestures of service but not
2. When you are making an introduction of a guest to your colleague, what do you want to ensure happens?
You use the guest name so your colleagues knows who they are You speak to the guest and not your colleague. Your closing wish sums up what you have learned about the guest because your closing is the next person’s opening All of the above
3. What is the recommended structure to differentiate care in a guest’s experience?
The door team talks about the past, the front desk team talks about the present and the bell team talks about the future Everyone on the team for arrival asks the guest, “How was your trip in?” The door team talks about the future, the desk team talks about the present and the bell team talks about the past It does not matter as long as everyone shows care
4. True or False: if the guest declines an escort to the room the room orientation at the desk should be exactly the same as the room orientation given in the room.
True False
5. Which two words used at arrival would indicate that you are giving the guest a helpful hotel orientation but can often be confused with thoughtful service?
“May I” “There are two pools” “We have” None of the above