IHG True Hospitality

Question 1

What are the Four True Hospitality Service Behaviors?

Answer 1

True Attitude, True Confidence, True Responsiveness & True Listening

Question 2

What behavior emphasizes having the knowledge & skill to perform your role?

Answer 2

True Confidence

Question 3

Describe True Responsiveness

Answer 3

Providing guests with what they need by:

• smiling & asking how you can help
• always responding immediately & asking when they need their issue resolved
• set expectations; tell the guest when & how you will solve their request
• take responsibility & never pass guest around
• follow-up; check if your resolution has met the guest’s expectation

Question 4

What True Hospitality Behavior has an “Ear” for its symbol?

Answer 4

True Listening

Question 5

Describe True Listening

Answer 5

Focusing on guest to find out what they want and need:

• Nod, smile and lean forward slightly to show you are listening.
• Repeat important information to make sure you understand.
• Ask questions if you are unsure or need to confirm information.
• Take notes if it will help you remember details about the guest.
• Offer guests assistance if they seem lost or unsure

Question 6

What True Hospitality Behavior has a heart with a check mark inside for its symbol?

Answer 6

True Attitude

Question 7

Describe True Attitude

Answer 7

Making a Positive Difference:

• Do everything with a smile
• Use the 10-5 rule: at 10 steps make eye contact and smile at the guest; at 5 steps greet the guest.
• Make genuine connections with guests buy asking “What brings you to our Hotel?”
• Use the guest’s name whenever possible.
• Show that you care by making a guest’s or colleague’s day easier

Question 8

What True Hospitality behavior has a star with a smiley face for its symbol?

Answer 8

True Confidence

Question 9

Describe True Confidence

Answer 9

True Confidence is about having the knowledge & skills to perform your role and giving guests the confidence that they can trust you to help and support them during their stay.

True Confidence: To have the knowledge and skill to perform your role:

• Make a list of questions guests ask and make sure you can answer them.
• Share one thing you have learnt each week with others.
• Be prepared and start every shift with a to-do-list.
• Maintain eye contact with guests.
• Introduce yourself and remind guests to contact you if they need anything.