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A Guest Services Gold Professional

A guest services gold employee must always:

The letter "E" in the HEARD method means:

Be earnest

Empathsize

Be eager to please

Research states that 80% of communication is:

Verbal

Silent

Non-verbal

A Guest Services Gold Professional is professional and:

Has a degree

Is properly groomed

Is the manager

The letter "D" in the HEARD method means:

Diagnose

Discover

Dress well

A Guest Services Gold Professional's main responsibility is to:

Help customers at the front desk

Read customers reviews online

Help customers create a story

Which two items below are key active listening skills?

Be polite and respectful

Pay attention and summarize

Summarize and make judgements

Which hotel position below are responsible for providing good customer service?

Housekeeping

Maintenance

Front desk

All of the above

The active listening skill "clarify" means to:

Make sure the customer speaks correctly

Make sure you understand the customer's accent

Make sure you understand the customers concern completely

All of the above

Recovery for customer service means:

Fix the problem

Turn the negative into a positive

Gain the customer's loyalty

All of the above

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