LQA Standards / BEHAVIOURAL STANDARDS
Grooming and Engagement Standards Quiz
Test your knowledge on essential grooming and behavioral standards in hospitality! This quiz is designed for employees in the industry to ensure they provide the best possible service to guests.
- Learn about grooming requirements
- Understand proper guest engagement techniques
- Assess your knowledge of service protocols
What is include in grooming standards?
Well fitted uniform
Hollywood Hairstyle
Name badges
Bright summer manicure
Sun glasses
Brutal, long beard
Employee speech should be clear and can be use any of languages which is more comfortable for employee
True
False
How employee should engage with guests?
Well-paced and natural manner
Jargon manner
Friendly and interested manner
Obsessive and hasty manner
How many times do we have use guest`s name during conversation?
One
Two
Three
Four
As much as you want
Not mandatory
If Guest asking regarding restaurant operation hours, I will.....
Tell him a random number just do not take too much time
Send him to Front Office Team
Inform the guest that will get back to him and give a handover to SPA receptionist
Will provide information only if you are confident
You have a treatment with Mr. Smith who mentioned that he has some back pain
I will do treatment as normal
I will suggest him to take a complex of another treatment which will help him on future
I will switch this treatment with my colleagues, because I do not want to make his condition worth
I will make an esoteric rite
Mr. North would like to do a Cryotherapy, but because of Medical reason he is not allowed. I will....
Suggest him to swim at the Ocean to get similar effect
Will check with the Doctor and find alternative treatments which will suit him
Recommend to come back and next stay take Crytherapy, when his health will be better
You have a Family with Grand parents, parents and few teenagers who want to make some appointments
Will suggest to take a Detox Body massage for all of them
Will ask each of them regarding what they are looking for and give a personalized recommendations
Will informed that unfortunately as per our policy teenagers under 16 y.o are not allowed to do treatments
There are many people at reception and receptionists are busy with another guest. You can see one couple who looks lost, you will act....
Will go to Staff Only, cos my next appointment will be in one hour
Will greet the guests and offer them to take a seat / some tea or water and informed that receptionist will come soon
Will not look at them and hope that they will not come to me
Will wait for my guests, because its receptionist responsibilities to do arrival for our guests
During conversation to the guests we have to actively listen, avoid interrupting and give the guest their undivided attention
True
False
You have an appointment in 3 minutes guests are waiting for you, but now you are occupied and have a conversation with another guests. Suddenly close to you small kid somehow cut his finger and it is bleeding. Your action...
Will cut conversation and start my appointment
Apologies to the guest and ask them to come to receptionist to complete the conversation, will pay attention to the kid and provide first aid, after that start treatment
Apologies to the guest and ask them to come to receptionist to complete and make a reservation there , will pay attention to the kid and ask my colleagues to provide first aid, and after that start treatment
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