Guest Services/Concierge Flashcards
To ensure that all Guest Services and Concierge colleagues understand the LQA (Leading Quality Assurance) standards.
If a Guest asks for directions to an area/place on property…
- You should tell them the directions
- You can show them the way on a map
- You should offer to escort them respecting physical distancing guidelines
If a Guest asks for directions, you should offer to escort them, respecting physical distancing guidelines.
What gesture should you use when approaching or passing by the Guest?
When approaching or passing by the Guest, you should use the One&Only welcome gesture Hand on Heart by placing hand on heart.
To ensure you have a positive first impression, you should:
(Select all that apply)
- 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 Colleagues
To ensure you have a positive first impression, you should:
- Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
- Wear your name badge and wear the One&Only badge as per the One&Only Collateral Guidelines.
If you happen to be 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
(Select all that apply)
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
If we actively listen to the Guest and provide them our undivided attention, we are showing we listened, care about them, and value them. Maintaining an alert posture while interacting with the Guest shows that we are attentive and respect their presence.
You should collaborate seamlessly, ensuring the service is _________, ____________, and ___-________.
Collaborate seamlessly, ensuring service is organized, professional, and non-intrusive. It should also be non-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 should ___________ your interaction with the Guest and engage with them as an ________.
You should personalize your interaction with the Guest and engage with them as an individual.
If you are unable to meet the Guest’s exact requests, you should:
- 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 should 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.
Service should be 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 should 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 or 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 should 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…..(Select all that apply)
- 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
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
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.
As a Guest Services Representative/Concierge, you must engage with guests in a _______ , _______ , ______ and _______ manner.
As a Guest Services Representative/Concierge, you must engage with guests in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner.
(i.e. Have an intelligently fair approach given some limitations due to face masks).
As a Guest Services Representative/Concierge, you should display _ ____ _____ __ __________ and _________ in your role.
As a Guest Services Representative/Concierge you should display a high level of confidence and knowledge in your role.
You should 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.
What is the maximum amount of time you should put someone on hold on a call?
Fifteen seconds
Thirty seconds
The equivalent of three rings
Forty seconds
The maximum amount of time you should put someone on hold for a call is thirty seconds.
Note: If the hold time is going to be longer, you (Guest services representative / Concierge) should offer the Guest a return phone call i.e., call back option.
To actively listen on a call, a Guest Services Representative / Concierge should…(Select all that apply)
- Refrain from interrupting the Guest,
- Ensure there is no background noise that would interfere,
- Respond to the Guest’s request and tie back to information given (celebration of birthday, anniversary, etc.)
To actively listen on a call, a Guest Services Representative / Concierge should
- Refrain from interrupting the Guest,
- Ensure there is no background noise that would interfere,
- Respond to the Guest’s request and tie back to information given (celebration of birthday, anniversary, etc.)
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.
Guests should be offered assistance ________.
In case of a queue, he/she should be _______ _________ with hand or facial gestures within ___ minute(s) of approaching the desk, and offered assistance within ____ minute(s).
Guests should be offered assistance immediately.
If a queue was present he/she should be positively acknowledged with hand or facial gestures within 1 minute of approaching the desk, and offered assistance within 2 minutes.
What should you do to fully understand the Guest’s needs?
You should ask questions to fully understand the Guest’s
needs.
What skills do you display by offering suitable and thorough recommendations based on the information provided by the Guests?
- First-hand knowledge
- Local expertise
- Both of the above
Both of the above.
You display first-hand knowledge and local expertise by offering suitable and thorough recommendations based on the information provided by the Guests.
What should you do if a restaurant recommendation is requested by a Guest? (Select all that apply)
- Suggest the most expensive restaurants to the Guest
- Ascertain the type of cuisine preferred
- Offer an appropriate choice of options along with an overview of the style of restaurant (e.g. casual, formal etc.).
If a restaurant recommendation is requested by a Guest, you should ascertain the type of cuisine preferred and then offer an appropriate choice of options along with an overview of the style of restaurant (e.g. casual, formal etc.).
When the Guests ask for recommendations on services/dining options, you should first promote the services/dining options of nearby hotels. (True or False)
False.
When the Guests ask for recommendations on services/dining options, you should promote the hotel’s services/outlets first, before suggesting outside alternatives.
If you have an opportunity to promote the hotel’s services/outlets and outside alternatives, you should also….(Select the correct answer)
- Suggest the names of most famous services/outlets to the Guests
- Follow up on the suggestions/recommendations provided to ensure the Guest’s complete satisfaction
- Give the Guests free coupons to nearby attractions
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.
If a Guest asks for directions to a location outside the hotel/property, you should….(Select the correct answer)
- Offer accurate directions and/or transport options via a digital solution
- Complimentary map of surrounding area (if you cannot do so on a digital solution)
- Provide information pertaining to expected travel time
- All of the above
All the above.
If a Guest asks for directions to a location outside the hotel/property, you should..
Offer accurate directions and/or transport options via a digital solution or a complimentary map of surrounding area along with information pertaining to expected travel time.
During pick-up of luggage from the Guest’s room, you should ________ ___ ____ _____ or _______ ____ ______.
If required, you should wait for ___ seconds and then ________ or _______ ____ ______ again.
You should knock on the door or ring the doorbell and announce your name and department.
If required, you should wait for 10 seconds, and then knock on the door or ring the doorbell again and announce your name and department before asking to enter the room.
Example: Knock or ring doorbell, “Hello, this is Christian from Concierge, I’m here to collect your luggage.”
All requested in-house items should be delivered to the Guest’s room within ______ minutes for an urban hotel and ______ minutes for a resort hotel, and the items should presented in a ________ manner.
All requested in-house items should be delivered to the Guest’s room within 10 minutes for an urban hotel and 15 minutes for a resort hotel and the items should presented in a luxurious manner.
All pre-stay enquiries/emails should be responded to within _____ hours.
All pre-stay enquiries/emails should be responded to within 12 hours.
Note: A full response must be received for all requests.
All confirmations and information should be provided to the Guests _______ or should be _________ presented on ______ paper.
All confirmations and information should be provided to the Guests electronically or professionally presented on hotel paper.
If applicable/available, all text message requests should be ________ acknowledged in an __________ tone, within _______ minutes.
If applicable/available, all text message requests should be promptly acknowledged in an appropriate tone (i.e. match guest’s style of conversation but refrain from using abbreviations) within 5 minutes (unless advised of a longer timeframe).
What should you do if an external call is received for a Guest?
All external calls should be announced and permission sought before connecting the call to the Guest.
Note: It is of is of utmost importance to maintain Guest privacy before, during and after their stay at the hotel.
As a Guest Services Representative / Concierge, you should convey _______ to the Guest and act with __________ during the conversation via Guest Messaging Hub.
As a Guest Services Representative / Concierge, you should convey warmth to the Guest and 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).
As a Guest Services Representative / Concierge, you should…(Select the correct answer)
- Share the Guest Messaging Hub details via QR code with Guests
- Share your personal contact number with Guests
- Share your WhatsApp QR code with Guests
As a Guest Services Representative / Concierge you should, Share the Guest Messaging Hub details via QR code with the Guests.
(Colleagues should not offer or give out personal telephone numbers).
What should you do if a Guest is staying at a resort for a special occasion?
You should create a special moment for the Guest, or provide them with a special gift to create a memorable moment during their stay
(e.g. personal note from General Manager, card from the team, cake, excursion, picture frame, etc.)
If you get to know that the Guest has certain preferred items, what should you do?
If the Guest has a preferred item, You or the host/butler should offer to place the Guest’s preferred items in the in-room bar.
Complimentary children’s ________ should be placed in the Guest’s room ______ to Guest’s arrival as per One&Only Collateral Guidelines.
Complimentary children’s amenities should be placed in the Guest’s room prior to Guest’s arrival as per One&Only Collateral Guidelines.
