Forbes Service Quiz
Forbes Service Quiz
Test your knowledge on anticipatory service and genuine engagement in hospitality with our comprehensive quiz! Learn how to enhance guest experiences through effective communication and service pairing.
- 25 Engaging Questions
- Assess Your Skills in Guest Interaction
- Enhance Your Service Knowledge
Genuine Interest
Genuine interest is exactly that, genuine. It is real, it is not a sugar-coated, fake conversation that you are having just because you think you have to. See the below examples.
Mr Anderson is a hotel guest, he returns to the hotel in the afternoon and walks past reception where he sees the GSA Stephen who checked him in the day before.
CONVERSATION ONE:
Stephen: “Good Afternoon Mr Anderson, how has your day been?”
Mr Anderson: “Yeah it was great, I went hiking”
Stephen: “Oh nice, the weather was good”
Mr Anderson: “Yeah it was, see you”
Stephen: “Goodbye Mr Anderson”
CONVERSATION TWO:
Stephen: “Good Afternoon Mr Anderson, how has your day been?”
Mr Anderson: “Yeah it was great, I went hiking”
Stephen: “Oh wow, do you go hiking often?”
Mr Anderson: “Yes every fortnight, I’ve been hiking since I was young with my family”
Stephen: “That’s really awesome, I went hiking once when I visited Canada and I loved it”
Mr Anderson: “I bet you loved it, Canada looks beautiful, I’d love to visit there”
Stephen: “Have you got any plans for your next vacation? You’ll have to go to Canada, if you do be sure to visit Vancouver, the mountains are great for hiking”
Mr Anderson: “I will do, thanks Stephen. I’ll see you later”
Stephen: “Have a great evening Mr Anderson”
Can you see how the second conversation has a lot more of a natural flow than the first conversation? In the first conversation Stephen shows demonstrative interest, he is pretending to be interested and asking how the guest’s day was but not responding to what Mr Anderson is actually saying, instead he is just saying “the weather is nice” to keep the conversation going when really the conversation has no value.
In the second conversation Stephen is really engaging with Mr Anderson, he is taking interest in what he is saying and wanting to find out more by responding with further questions about hiking. Once Mr Anderson walks away from the reception, he is surely going to feel like the staff have a genuine sense of interest and care about him. Even after he checks-out he is sure to remember Stephen.
Genuine Interest
Genuine interest is exactly that, genuine. It is real, it is not a sugar-coated, fake conversation that you are having just because you think you have to. See the below examples.
Mr Anderson is a hotel guest, he returns to the hotel in the afternoon and walks past reception where he sees the GSA Stephen who checked him in the day before.
CONVERSATION ONE:
Stephen: “Good Afternoon Mr Anderson, how has your day been?”
Mr Anderson: “Yeah it was great, I went hiking”
Stephen: “Oh nice, the weather was good”
Mr Anderson: “Yeah it was, see you”
Stephen: “Goodbye Mr Anderson”
CONVERSATION TWO:
Stephen: “Good Afternoon Mr Anderson, how has your day been?”
Mr Anderson: “Yeah it was great, I went hiking”
Stephen: “Oh wow, do you go hiking often?”
Mr Anderson: “Yes every fortnight, I’ve been hiking since I was young with my family”
Stephen: “That’s really awesome, I went hiking once when I visited Canada and I loved it”
Mr Anderson: “I bet you loved it, Canada looks beautiful, I’d love to visit there”
Stephen: “Have you got any plans for your next vacation? You’ll have to go to Canada, if you do be sure to visit Vancouver, the mountains are great for hiking”
Mr Anderson: “I will do, thanks Stephen. I’ll see you later”
Stephen: “Have a great evening Mr Anderson”
Can you see how the second conversation has a lot more of a natural flow than the first conversation? In the first conversation Stephen shows demonstrative interest, he is pretending to be interested and asking how the guest’s day was but not responding to what Mr Anderson is actually saying, instead he is just saying “the weather is nice” to keep the conversation going when really the conversation has no value.
In the second conversation Stephen is really engaging with Mr Anderson, he is taking interest in what he is saying and wanting to find out more by responding with further questions about hiking. Once Mr Anderson walks away from the reception, he is surely going to feel like the staff have a genuine sense of interest and care about him. Even after he checks-out he is sure to remember Stephen.