Forbes Standards Flashcards
Telephone conversation is ____ & ____
calm and clear
The guest is always asked permission before being placed on hold.
True or False
True
No Telephone hold is longer than _____ without offering a call-back
30 seconds
Staff is highly ______ and avoids slang and excessive use of phrase-fragments
articulate
Staff is polite and maintains a gracious ____ and appropriate pace throughout the interaction
Tone
Staff exhibits a ______ ____ __ ____ and concern
genuine sense of interest
staff leads the conversation and is thoughtful and intuitive, demonstrating _____ service when appropriate and helpful
anticipatory
Staff consistently and respectfully _____ interactions, addressing the guest in accordance with the preference, if known.
personalizes
Staff closes interactions with polite appropriate remarks
True or False
True
Staff can ______ describe the various physical elements in the guest room
readily
staff can describe hotel ___ and procedures with clarity
facilities
staff can effectively provide directions and/or transportation options and their associated costs
true or false
true
At some point prior to the guests stay, they are offered assistance with hotel services such as…
transportation, dinner reservations or spa reservations
when making a booking, staff provide a choice of room ____ and ____
types and rates
when making a booking, staff clearly _____ deposit can cancellation policies and any penalty charges, if a method of payment is secured
explains
when making a booking, details of the booking are _____ for confirmation
repeated
when making a booking a ________ is offered
confirmation number
Hotel booking confirmation is received within ___ hours of the call
two
Cross-departmental channels of ____ among staff are consistent and complete
communication
