Guest Services/Concierge Flashcards

To ensure that all Guest Services and Concierge colleagues understand the LQA (Leading Quality Assurance) standards.

1
Q

If guests asked for directions to an area/place on property…

  1. You must tell them the directions
  2. Show them the way on a map
  3. Offer to escort them respecting physical distancing guidelines
A

If guests asks for directions, you must offer to escort them, respecting physical distancing guidelines.

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2
Q

What gesture should you use when approaching or passing by the guest?

A

The One&Only welcome gesture (employee places hand on heart).

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3
Q

To ensure you have a positive first impression, you must:

  1. Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
  2. Be neatly presented in un-ironed, loose-fitted uniforms and optional face masks
  3. Wear your name badge and One&Only badge
  4. Name badge is optional for tenured employees
A

To ensure you have a positive first impression, you must:

  1. Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
  2. Wear your name badge; wear the One&Only badge as per the One&Only
    Collateral Guidelines.
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4
Q

If applicable, in a challenging situation, you are expected to display _________ and ______ and offer a suitable _______/________.

A

In a challenging situation, you are expected to display self-control and empathy and offer a suitable alternative/resolution.

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5
Q

While interacting or speaking with the guest, you should…..

  1. Refrain from interrupting the Guest
  2. Actively listen to them
  3. Give them undivided attention and avoid making them have to repeat themselves
  4. Maintain alert postures
  5. Respect the guest’s presence
  6. All of the above
A

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.

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6
Q

Colleagues should collaborate seamlessly, ensuring service is _________, ____________, and ___-________.

A

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™.

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7
Q

You must ___________ your interaction with the guest, and engage with them as an ________.

A

You must personalize the interaction in any way and engage with the guest as an individual.

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8
Q

If you are unable to meet the guest’s exact requests, you must:

  1. Find someone else who can do it for them and leave
  2. Make every effort to meet the guest’s requests or offer a suitable alternative
  3. Do what you can
A

You must make every effort to meet the guest’s requests or offer a suitable alternative.

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9
Q

Service should be…

  1. Applied to every special Guest.
  2. Anticipatory/intuitive and adapted to meet each Guest’s exact or changing needs.
  3. Reactive to each Guest’s needs.
A

Anticipatory/intuitive and adapted to meet each Guest’s exact or changing needs, also thinking ahead to act on future needs/opportunities.

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10
Q

You should use the guest’s name __________ without _________ it.

A

You should use the guest’s name discreetly without overusing it.

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11
Q

You need to be a fluent English speaker in order to interact with the guests.

A

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

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12
Q

You must offer a casual farewell at the end of the conversation before leaving the guest.

True/False

A

False.

You must offer a sincere farewell at the end of the conversation and show appreciation to the guest before leaving.

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13
Q

The phone should be answered in how many rings?

Five rings
Four rings
Three rings
Two rings

A

The telephone must be answered within three rings or in 10 seconds, with an appropriate greeting.

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14
Q

If applicable, in a challenging situation, you are expected to display _________ and ______ and offer a suitable _______/________.

A

In a challenging situation, you are expected to display self-control and empathy and offer a suitable alternative/resolution.

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15
Q

While interacting or speaking with the guest, you should…..

  1. Refrain from interrupting the Guest
  2. Actively listen to them
  3. Give them undivided attention and avoid making them have to repeat themselves
  4. Maintain alert postures
  5. Respect the guest’s presence
  6. All of the above
A

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.

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16
Q

While working in Guest Services/Concierge, you must engage with guests in a _______ , _______ , ______ and _______ manner.

A

You must engage with guests in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner (intelligently fair approach given some limitations due to face masks).

17
Q

As part of Guest Services/Concierge, you should display _ ____ _____ __ __________ and _________ in your role.

A

You should display a high level of confidence and knowledge in your role.

You must display confidence when carrying out your duties and be knowledgeable when answering questions about the hotel facilities or any other question asked by the guest. Even if you don’t know the answer, you must immediately offer to find out the information required.

18
Q

What is the maximum amount of time you can put someone on hold?

Fifteen seconds,
Thirty seconds,
The equivalent of three rings,
Forty seconds.

A

Thirty seconds.

Note: If the hold time is going to be longer, you (guest services agent / concierge) should offer the Guest a return phone call i.e., call back option.

19
Q

To actively listen on a call, a Guest Services Agent / Concierge should…

  1. Refrain from interrupting the Guest,
  2. Ensure there is no background noise that would interfere,
  3. Respond to the Guest’s request and tie back to information given (celebration of birthday, anniversary, etc.)
  4. All of the above
A

All of the above.

If we listen to the Guest and provide them with custom offering based on their individual needs, we are showing we listened, care about them, and value them.

Also, ensure there is no background noise, that makes the conversation difficult to hear or causes a distraction.

20
Q

Guests must be offered assistance ________.

In case of a queue, he/she must be _______ _________ with:

a. Hand or facial gestures within ___ minute (s) of approaching the desk, and
b. Offered assistance within ____ minute (s).

A

Guest must be offered assistance immediately, or if a queue was present he/she must be positively acknowledged with hand or facial gestures within 1 minute of approaching the desk, and offered assistance within 2 minutes.

21
Q

What should you do to fully understand the guest’s needs?

A

Ask questions to fully understand the guest’s

needs.

22
Q

What do you display by offering suitable and thorough recommendations based on the information provided by the guests?

  1. First-hand knowledge
  2. Local expertise
  3. Both of the above
A

Both of the above.

One displays first-hand knowledge and local expertise by offering suitable and thorough recommendations based on the information provided.

23
Q

What should you do if a restaurant recommendation was requested by a guest?

A

Ascertain the type of cuisine preferred,
Then offer an appropriate choice of options along with an overview of the style of restaurant (e.g. casual, formal etc.).

24
Q

When asked for recommendations on services/dining options and the services/dining options were available on property, you should first promote the services/dining options of outside hotels.

A

No.

You should promote the hotel’s services/outlets first, before suggesting outside alternatives.

25
Q

If you have an opportunity to promote the hotel’s services/outlets and outside alternatives, you should also…..

  1. Suggest the names of most famous services/outlets to the guests
  2. Follow up on the suggestions/recommendations provided to ensure the guest’s complete satisfaction
  3. Give them free coupons to various services/outlets
A

If you have an opportunity to promote the hotel’s services/outlets and outside alternatives, you should also…..
Follow up on the suggestions/recommendations provided to ensure the guest’s complete satisfaction.

26
Q

If a guest asks for directions to a location outside the hotel/property, you should….

  1. Offer accurate directions and/or transport options
    via a digital solution
  2. Complimentary map of surrounding area (if you cannot do so on a digital solution)
  3. Provide information pertaining to expected travel time
  4. None of the above
  5. All of the above
A

All of the above.

Offer accurate directions and/or transport options via a digital solution or complimentary map of surrounding area along with information pertaining to expected travel time.

27
Q

With room deliveries, you must ________ ___ ____ _____ or _______ ____ ______.
If required, you must wait for ___ seconds and then ________ or _______ ____ ______ again.

A

The employee must knock on the door or ring the doorbell.
If required wait 10 seconds, and then knock on the door/ring the doorbell again and announce your department before asking to enter the room.

28
Q

What is the delivery standard to be followed for all requested in-house items arrival in guest’s room?

A

All requested in-house items should be delivered within 10 minutes for an urban hotel and 15 minutes for a resort hotel.
The items should presented in a luxurious manner (i.e. on a tray, wrapped in a linen cloth, etc.)?

29
Q

All pre-stay enquiries/emails responded to within _____ hours.

A

All pre-stay enquiries/emails responded to within 12 hours and a full response must be received for all requests.

30
Q

All confirmations and information must be provided _______ or _________ ________ on ______ paper.

A

All confirmations and information must be provided electronically or professionally presented on hotel paper.

31
Q

If applicable/available, all text message requests should be ________ acknowledged in an __________ tone, within _______ minutes.

A

If applicable/available, were all text message requests promptly acknowledged in an appropriate tone
(i.e. match guest’s style of conversation but refrain from using abbreviations).
This should be done within 5 minutes, unless advised of a longer timeframe.

32
Q

What should you do if an external call is received for a guest?

A

All external calls should be announced and permission sought before connecting the call to the guest.

Ensuring guests have their privacy is of utmost importance before, during and after their stay.

33
Q

You must convey _______ and act with __________ during the conversation via Guest Messaging Hub.

A

You must convey WARMTH act with ANTICIPATION during the conversation with the guest(s) via Guest Messaging Hub (i.e. if guest asks for restaurant timings, employee offers to book on their behalf).

34
Q

How can you ask the the guest(s) to get in touch with you?

  1. Share the Guest Messaging Hub details via QR code
  2. Share your personal telephone number
  3. Share your WhatsApp QR code
A

Guest Messaging Hub should be made available via QR code (employees should not offer or give out personal telephone numbers).

35
Q

What should be done if a guest was staying at a resort for a special occasion?

A

Create a special moment for them, or provide a special gift to create a memorable moment during the stay (e.g. cake, excursion, picture frame, etc.)

36
Q

If you get to know that the guest has certain preferred items, what should you do?

A

You / butler should offer to place the guest’s preferred items in the in-room bar.

37
Q

Complimentary children’s ________ should be placed in the room ______ to guest’s arrival as per One&Only Collateral Guidelines.

A

Complimentary children’s amenities should be placed in the room prior to guest’s arrival as per One&Only Collateral Guidelines.