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Quiz 2

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Service Excellence
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1. If the guest calls for luggage assistance, who is the most appropriate person to ask about further transportation needs?
The hotel operator that took the call The bell person who comes to the room to collect the luggage The front desk agent The doorman on the drive
2. Which one of the following is not one of the three major goals that everyone is responsible for in the departure process?
Show appreciation to the guest Make a reservation for the guest to return Show care in the guest’s experience Help the guest be more efficient
3. Which of the following items is an example of an anticipatory gesture that could be offered at departure?
Offering to assist the guest with their luggage Offering to check the room for any phone chargers left behind Asking the guest how their stay was Offering to arrange a taxi for their trip to the airport
4. Everyone should thank the guest at departure but there is one person that has to thank the guest. Who is that person?
The telephone operator who took the call for luggage collection The bell person who collected luggage from the room The front desk agent that processed the guest’s credit card on departure The doorman who sees the guest out
5. In order to ensure that everyone is not asking the same questions of care, it is recommended that the door team as the last impression talk about:
How was the guest’s stay Anything related to their future travel plans If they had any issues with their stay that they wanted to discuss How much money their final bill was