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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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