Guest Service GOLD Solved Correctly!!How does providing a guest service GOLD experience benefit your property? - Answer Guest will tell family and friends about their great experience
Connecting with your guests should make a it feel all of the following except:
- Special
- Demanding
- Respected
- Important - Answer D) Demanding
What is the GOLD formula for success? - Answer Smile and actively listen Make guests feel special Treat guests as individuals Meet guest expectation Remember, personal appearance counts Wear you name tag proudly Be polite at all times What is the most successful way a company creates guest loyalty? - Answer By building relationships with guests and making them feel important What does poor service result in? - Answer It results in loss of revenue What are the seven elements of guest service? - Answer Authenticity: Keep it real!
Intuition: Read the need
Empathy: Use your Heart!
Champion: Be a Guest Hero!
Delight: Provide a Surprise
Delivery: Follow through!
Initiative: Make an Effort!
Authenticity: Keep It Real! - Answer Do something because you want to do it, not because you're expecting a reward from it. Don't be someone you're not just to get something out of it.*Guests can tell when you are merely playing a part and when you are truly being yourself, So be yourself!
Intuition: Read the Need! - Answer Be observant with your guests.
Ex: If someone looks upset and you ask "why?" and they say "Oh, I lost this magazine I was going to read in the plane and...oh never mind" you either choose to never mind or find a similar magazine in the gift shop that you think the person might like.
- Determining what a guest needs before they even know they need it.
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Empathy: Use Your Heart! - Answer The difference between serving and caring: when you're serving you're doing what is expected of you, when you care you're doing what you think any other human would do and show you care.*You need to reach deep into your heart to find empathy for your guest. Only then can you determine how to help with the situation.