LESSON 8: GUEST SERVICE

Question 1

✓ Establishing guest service guidelines begins with a breakdown of guest interaction.
✓ Guest interaction can be verbal or it can be visual.
✓ Front office employees use those two methods of conveying a message to guests.
✓ Guest Service is accomplished when the employee conveys the message using both visual and
verbal means.

Answer 1

Service Standards

Question 2

✓ Speaking as a mode of communication can reveal much about a person.
✓ With verbal communication it allows hotel staff to gain more intuition about a guest.

Answer 2

Verbal means

Question 3

✓ Use an appropriate greeting
✓ Personalize the conversation (use the customer’s name)
✓ Listen
✓ Thank the guest
✓ Avoid jargon

Answer 3

Basic rules for an effective verbal communication

Question 4

✓ Communicate with a smile.
✓ Be conscious of body language.
✓ Observe appropriate grooming standards.

Answer 4

Rules for effective Visual Communication

Question 5

Common body language signals

Answer 5

✓ Crossed arms may indicate a defensive posture.
✓ A guest who leans across the front desk during conversation may be aggressive.
✓ Strong and consistent eye contact may indicate confidence.
✓ Strong firm handshakes may also indicate confidence.
✓ Red eyes may indicate fatigue

Question 6

Guest Conflict Resolution

Answer 6

1. Listen first
2. Summarize and restate the problem
3. Make no excuses
4. Resolve the problem
5. Document the conflict

Question 7

Training, experience, personality, and other things contribute to an employee’s ability to satisfy a guest.

defined as the ability and authority to satisfy guest complaints/requests within
present parameters.

Answer 7

Empowerment