Guest Services/Concierge Flashcards
To ensure that all Guest Services and Concierge colleagues understand the LQA (Leading Quality Assurance) standards.
If guests asked for directions to an area/place on property…
- You must tell them the directions
- Show them the way on a map
- Offer to escort them respecting physical distancing guidelines
If guests asks for directions, you must offer to escort them, respecting physical distancing guidelines.
What gesture should you use when approaching or passing by the guest?
The One&Only welcome gesture (employee places hand on heart).
To ensure you have a positive first impression, you must:
- Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
- Be neatly presented in un-ironed, loose-fitted uniforms and optional face masks
- Wear your name badge and One&Only badge
- Name badge is optional for tenured employees
To ensure you have a positive first impression, you must:
- Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
- Wear your name badge; wear the One&Only badge as per the One&Only
Collateral Guidelines.
If applicable, in a challenging situation, you are expected to display _________ and ______ and offer a suitable _______/________.
In a challenging situation, you are expected to display self-control and empathy and offer a suitable alternative/resolution.
While interacting or speaking with the guest, you should…..
- Refrain from interrupting the Guest
- Actively listen to them
- Give them undivided attention and avoid making them have to repeat themselves
- Maintain alert postures
- Respect the guest’s presence
- All of the above
All of the above.
If we actively listen to the Guest and provide them our undivided attention and respecting their presence, we are showing we listened, care about them, and value them.
Colleagues should collaborate seamlessly, ensuring service is _________, ____________, and ___-________.
Collaborate seamlessly, ensuring service is organized, professional, and non-intrusive. It should also not be repetitive.
Note: Ensure to connect various departments with any guest’s requests, feedback, and purpose of visit you get to know of during your interaction with the guest. This demonstrates to our Guests that we listened to them and communicate across the Resort.
The smallest details create Amazing Experiences and Everlasting Memories™.
You must ___________ your interaction with the guest, and engage with them as an ________.
You must personalize the interaction in any way and engage with the guest as an individual.
If you are unable to meet the guest’s exact requests, you must:
- Find someone else who can do it for them and leave
- Make every effort to meet the guest’s requests or offer a suitable alternative
- Do what you can
You must make every effort to meet the guest’s requests or offer a suitable alternative.
Service should be…
- Applied to every special Guest.
- Anticipatory/intuitive and adapted to meet each Guest’s exact or changing needs.
- Reactive to each Guest’s needs.
Anticipatory/intuitive and adapted to meet each Guest’s exact or changing needs, also thinking ahead to act on future needs/opportunities.
You should use the guest’s name __________ without _________ it.
You should use the guest’s name discreetly without overusing it.
You need to be a fluent English speaker in order to interact with the guests.
Your speech must be clear with satisfactory use of English, enabling engagement in two-way conversation with the guest.
i.e. Have an intelligently fair approach given some limitations due to face masks
You must offer a casual farewell at the end of the conversation before leaving the guest.
True/False
False.
You must offer a sincere farewell at the end of the conversation and show appreciation to the guest before leaving.
The phone should be answered in how many rings?
Five rings
Four rings
Three rings
Two rings
The telephone must be answered within three rings or in 10 seconds, with an appropriate greeting.
If applicable, in a challenging situation, you are expected to display _________ and ______ and offer a suitable _______/________.
In a challenging situation, you are expected to display self-control and empathy and offer a suitable alternative/resolution.
While interacting or speaking with the guest, you should…..
- Refrain from interrupting the Guest
- Actively listen to them
- Give them undivided attention and avoid making them have to repeat themselves
- Maintain alert postures
- Respect the guest’s presence
- All of the above
All of the above.
If you actively listen to the Guest and provide them your undivided attention, it shows that you listened, cared about them, and value them.
It is important that you maintain alert postures and respect the guest’s presence when interacting with them.