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Quiz 4

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Service Excellence
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1. Which of the following questions does NOT show genuine interest?
What was the highlight of your stay? Would you like to continue using your Mastercard? How was your experience in the spa? When will we have the opportunity to see you again?
2. True or False: the front desk agent must say, “Thank you,” to the guest upon departure
True False
3. Which of the following is a thoughtful, anticipatory service?
Offering luggage or transportation assistance Removing incorrect charges from the guest’s bill Placing the guest’s bill in an envelope Recommending a restaurant the guest can enjoy for lunch on their way home
4. True or False: if the guest’s name is difficult to pronounce, you should call them sir or madam
True False
5. Which of the following words or phrases is NOT professional?
No Problem Absolutely Certainly Pardon me