Ritz-Carlton Front Office Standards
Ritz-Carlton Front Office Standards Quiz
Welcome to the Ritz-Carlton Front Office Standards Quiz! This engaging quiz is designed to test your knowledge of the exceptional service standards upheld by the Ritz-Carlton Front Office. Whether you are in the hospitality industry or simply a fan of high-quality service, this quiz offers valuable insights into creating memorable guest experiences.
Key Features:
- 16 Informative Questions
- Multiple Choice and Checkbox Formats
- Enhance Your Customer Service Skills
All Interactions Should Start with A Warm Welcome Using your Name
True
False
A Smile, Eye Contact, and Attentive Listening Must be Provided only During your Warm Welcome
True
False
The Guest Name Must Be Used...
During the Warm Welcome and Fond Farewell Only
Not At All
5 Times
Throughout the interaction
When Making Keys, You Should Generally Make 2 To Be Safe
True
False
When Closing Your Check-In, You Should Generally...
Let The Guest Know A Bellman Will Be Behind Them Shortly
Offer to Have A Bellman Escort the Guest, Even If One Isn't Available
Take the Luggage Up Yourself
Ask the Guest To Get Their Own Luggage if A Bellman Isn't Available
When Guests are Waiting in Line to Check In, You Must...
Acknowledge the Guests in Line to Confirm They Will be Assisted Soon
Focus Only On the Guest You're Assisting
Speed Up Your Check Ins so that Guests Don't Wait for More than 2 Minutes
To Show Guest's You Are Genuinely Interested and Actively Listening, You Can...
Ask Relevant Questions
Make Eye Contact and Nod
Repeat Questions Back to the Guest to Ensure Understanding
All of the Above
Check All Items Required for A Club Guest Check In
Location of Club is Explained
Key Access to Lounge Is Explained
Club Concierge Names are Given
Presentation Times/Hours of Operation Are Explained
Specific Dishes for the Current Presentation Are Explained
Club Concierge/Manager Must be Present to Escort to Lounge
Offer for Enrollment To Marriott Bonvoy Can Be Skipped at Check In as Long as it is Offered at Check Out
True
False
Registration Materials (Maps, Keys, Activity Guides) Can Be...
Sat on the Desk if Guest Not Ready To Receive Them
Handed Directly to Guest
Handed To Bellman If Guest's Hands Full
Do Not Have to Always Be Provided to Guest
You Don't Have to Use Your Name When Calls are from Outside the Hotel
True
False
Check All Key Elements to be Confirmed When Arranging A Standard Wake-Up Call
If Guest Would Like to Arrange Housekeeping Following Their Wake-Up Call
Guest Name
If Guest Needs Any Items Brought to Room Before they go to Sleep
If Guest Needs A 15 Minute Follow Up Call
Guest Room Number
What Is the One Thing That Must Be Offered When Arranging A Wake-Up Call to Club Guests that is not Offered to Standard Wake-Up Calls
An Omelet Delivered By the Club Chef
Complimentary Coffee/Tea From In-Room Dining
Priority Seating For Coast Breakfast
A Wake-Up Call From the Hotel's General Manager
Expected Delivery Times Must be Provided for All Guest Request Calls
True
False
You Are Required to Repeat the Items Requested Back to the Guest When they Call and Need Something Delivered to Their Room
False
True
During Checkout, You Must...
Offer Assistance With Transportation
Confirm Guest Satisfaction with Stay
Ask If Guests are Expecting Any Additional Charges
Offer to Email Guest Their Folio
Facilitate Assistance with Luggage
Take Keys Back From Guest
Provide Departure Gift to All Guests
Ask Guest To Provide Their Method of Payment Again
Wish A Fond Farewell
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