Travel and Tourism > EXAM > AHLEI GUEST SERVICE REP CERTIFICATION EXAM Questions with correct answers (All)

AHLEI GUEST SERVICE REP CERTIFICATION EXAM Questions with correct answers

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AHLEI GUEST SERVICE REP CERTIFICATION EXAM Which of the following examples best describe the outcome of providing personalized guest services? -Answer- The guest will feel special and appreciated Delivering outstanding gust services means ? -Answer- Follow through until services are complete Which of the following is the most Important reason to be knowledgeable about your property and surrounding areas? -Answer- Guest see you as a trustworthy source of information Guest recovery is best described as -Answer- Responding quickly to a service failure What is the main reason for losing a guest business ? -Answer- Guest are dissatisfied with services A disability is -Answer- All of the above Having a personality with your service can make guest feel ? -Answer- Like their dealing with a person who cares about them You should always want to raise the quality of the service you provide to guest along with? -Answer- Personalizing the Services you provide Allowing your personality to shine through your service allows guest to ? -Answer- Interact with you in a more personal manner What are the two main responsibilities of employees at your property? -Answer- Provide outstanding guest services & do the Job they are hired to do. Allowing your personality to shine through is important because -Answer- Guest will write positive reviews Personalized guest services is best to described as? -Answer- Identifying ways to make guest experience unique. which of the following statements best reflects the attitude needed to provide outstanding guest services? -Answer- I always put myself in the guest shoes when providing services Maria Loves to make kids smile. In fact, before joining the team, she worked as school teacher. which of the following is the best example of Maria using her passion while delivering outstanding guest services? -Answer- She greets all guest enthusiastically and spends a little extra time with each child which of the following statements is true regarding being passionate about providing outstanding guest service? -Answer- Having passion for something means you want to see it done well. when assisting a person with a disability, you should? -Answer- do all of the above Tenee' (Ten-nay) works in the maintenance department, as she is walking through the lobby to repair a broken AC. She notice a guest struggling to walk through the lobby doors with her umbrella. which of the following responses in the most appropriate example of using principles of commitment to provide outstanding service in this situation? -Answer- Tenee' Should walk through the door and hold it open and introduce herself to the guest During his previous stay, you noticed that Mr. Gibson left a crumbled up news paper and notepad on the desk. Two weeks later, you see Mr. Gibson will once again stay at the hotel. which response is the most appropriate example of personalizing your guest service in this situation? -Answer- leave a copy of todays newspaper and a notepad on the desk with a note welcoming him back to the hotel.

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