LQA - Pre-Arrival Flashcards
If a Guest feels Delighted, Appreciated and Individual, they would rate you as ______ _______ from an Emotional Experience perspective which would give you ____ points?
When a Guest feels Delighted, Appreciated and Individual, they would rate you as Positively engaged from an Emotional Experience perspective which would give you 4 points?
You should _____ seamlessly with other departments to ensure service is organized and professional without being _________ or __________.
You should collaborate seamlessly with other departments to ensure service is organized and professional without being intrusive or repetitive.
During the pre-arrival, you should identify ________ _________ of the Guest and actively suggest appropriate activities for the Guest to consider.
During the pre-arrival, you should identify personal interests of the Guest and actively suggest appropriate activities for the Guest to consider.
If any pre-bookings were made, the Guest receive __________ ____________ of the activities booked along with any pricing (if applicable).
If any pre-bookings were made, the Guest receive electronic confirmation of the activities booked along with any pricing (if applicable).
You should _____ listen, avoid _____________ and give the call your undivided attention.
You should actively listen, avoid interrupting and give the call your undivided attention.
(The Guest should not have to repeat themselves.)
You should _____ the interactions in any way and engage the caller as an individual.
You should personalize the interactions in any way and engage the caller as an individual.
Your service should be __________/_________ while thinking ahead to act on future needs/opportunities of the Guest.
Your service should be anticipatory/intuitive while thinking ahead to act on future needs/opportunities of the Guest.
You should make every effort to meet the _______ _______ or offer a ________ ___________.
You should make every effort to meet the Guest’s request or or offer a suitable alternative.
If a Guest feels Disinterested, Disconnected, and Disappointed, they would rate you as ______ from an Emotional Experience perspective which would give you ____ points?
When a Guest feels Disinterested, Disconnected, and Disappointed, they would rate you as Dissatisfied from an Emotional Experience perspective which would give you 2 points?
For a Guest to rate your Emotional Experience as Completely Engaged and award you 5 points, they would need to feel which of the following? (choose all that apply)
Pampered
Respected
Indulged
Special
Delighted
To achieve a Completely Engaged: exceptional emotional experience and be awarded 5 points, the Guest must feel:
Pampered
Special
Indulged
You should display a high level of __________ when carrying
out your duties and/or be ___________ when
answering questions about the other hotel facilities or immediately offer to find out the information required.
You should display a high level of confidence when carrying
out your duties and/or be knowledgeable when
answering questions about the other hotel facilities or immediately offer to find out the information required.
Prior to arrival at the resort, the Guest should be contacted by _________ or _____ to enquire if the hotel could make any bookings on their behalf?
Prior to arrival at the resort, the Guest should be contacted by telephone or email to enquire if the hotel could make any bookings on their behalf?
You should _____ to any changing situation and/or Guest’s need.
You should adapt to any changing situation and/or Guest’s need.
All Colleagues should use the _______ ____ naturally and discreetly without overusing it.
All Colleagues should use the Guest’s name naturally and discreetly without overusing it.
You should always display ____-_______ and _______ in challenging interactions and offer a suitable alternative/resolution.
You should always display self-control and empathy in challenging interactions and offer a suitable alternative/resolution.
If a Guest feels Disinterested, Disconnected, and Disappointed, they would rate you as ______ from an Emotional Experience perspective which would give you ____ points?
When a Guest feels Disinterested, Disconnected, and Disappointed, they would rate you as Dissatisfied from an Emotional Experience perspective which would give you 2 points.
When offering experiences/excursions, you should first promote __ _____ _______, where applicable?
When offering experiences/excursions, you should first promote in house experiences, where applicable.
The Colleague’s speech should be _____ and the use of _______ satisfactory, enabling engagement in two-way conversation with the Guest.
The Colleague’s speech should be clear and the use of English satisfactory, enabling engagement in two-way conversation with the Guest.
If a Guest feels Respected, Understood, and Content, they would rate you as ______ from an Emotional Experience perspective which would give you ____ points?
When a Guest feels Respected, Understood, and Content, they would rate you as Engaged (sufficient emotional experience) from an Emotional Experience perspective which would give you 3 points.
If the Guest calls the hotel to enquire about available experiences, the employee should be ____________ and ___________ when recommending them?
When the Guest calls the hotel to enquire about available experiences, the employee should be knowledgeable and enthusiastic when recommending them?
The Colleague should engage in a ___-_____, _______ (non-scripted, jargon/slang free), _______ and __________ manner.
The Colleague should engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner.
