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Quiz 2

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Service Excellence
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1. True or False: Showing genuine care and concern for a guest can only be achieved by asking questions to learn about a guest.
True False
2. Which of the questions below would show Genuine Interest in a guest?
How many keys would you like to have? Would you like more water? How are you enjoying your stay with us so far? Can you confirm your registration details?
3. If you are not able to say the guest’s last name, it is appropriate to:
Give them a nickname Ask the guest how to pronounce their name Say Sir/Madam Use their first name
4. What are “Golden Nuggets”?
Small pieces of gold Excellent service Extra details we learn or observe about our guests Jewelry the guests bring with them
5. The Renzi family is checking out of the hotel and stated they are going straight to the airport. There are two adults and two small children, ages 4 and 7. What can we do to provide “plus- one” service?
Offer the children some coloring books and crayons for their journey Ensure their folio is correct so there are no delays Let the bellman know they need luggage assistance Tell them where they can have lunch that day on property