Guest Request & Service Recovery

通報

問題一覧

What's the 1st point of Service Recovery?

Telephone Greeting

What's the 2nd point of Service Recovery?

Telephone - Guest name used during the experience, when known.

What's the 3rd point of Service Recovery?

Telephone - Closing Guest Interaction - Service Behaviors

What's the 4th point of Service Recovery?

Telephone - The overall experience met guest expectations and was free of negative detractors.

What's the 5th point of Service Recovery?

First Impression - Service Behaviors

What's the 6th point of Service Recovery?

Uniform - Brand Specified Program

What's the 7th point of Service Recovery?

Name Tag/Badge

What's the 8th point of Service Recovery?

Closing Guest Interaction - Service Behaviors

What's the 9th point of Service Recovery?

The overall experience met guest expectations and was free of negative detractors.

What's the 10th point of Service Recovery?

Service Recovery Process (Listen,Resolve,Notify)

What's the 11th point of Service Recovery?

Service Recovery Process (Emphatize, Apologize)

According to 10th point of Service Recovery, While addressing guest issues, associates must apply all of the ......... of the ....... Module. The following elements of the LEARN module are evaluated in this line item. ◾Listen ◾.......... ◾Notify

elements/LEARN/Resolve

According to 10th point of Service Recovery, ◾ Listen:- Associate shows the guest they are listening, give them full ..........., make eye contact, .... when appreciate, not taking over the guest or ............., ask questions of ................, repeat the issue/........ back to the guest, not ask the guest to repeat the issue.

attention/nod/interrupting/clarification/details

According to 10th point of Service Recovery, ◾ Resolve:- Associate will determine the ............. response to the problem to resolve the issue to the guests .............., take ............ and respond immediately.

appropriate/expectations/ownership

According to 10th point of Service Recovery, ◾ Notify:- Associate will tell the guest how you will ........... and see it through, inform other people or other ............ to solve this problem.

follow up/department

According to 11th point of Service Recovery, The following elements of the LEARN Module are evaluated in this line item:- ◾Emphatize ◾................ ◾ Emphatize:- Associate will convey the sense of .............., the frustration or hardship this issue has caused the guest let them know that ...... know how they feel. ◾ Apologize:- Associate will say either 'I am sorry' or 'I apologize ' for the ................... and convey .......... Even when not at ........, associate must ........... for the situation.

Apologize/understanding/you/inconvenience/sincerity/fault/apologize

What's the 1st point of Guest Request?

Telephone Greeting

According to 1st point of Guest Request, Telephone call must be answered within ..... rings and associate must minimally ◾Offer a warm welcome/.......... (eg. Good Morning, Evening,Hello) with a smile in their ....... ◾It is acceptable for the greeting to be ............... appropriate for the destination(eg. Aloha) ◾Speak in an efficient, yet ............ manner. ◾Ask first to be placed on ......, if applicable.

3/greeting/voice/regionally/unhurried/hold

What's the 2nd point of Guest Request?

Telephone - The associate uncovered the guest's need.

What's the 3rd point of Guest Request?

Telephone - The associate was knowledgeable about property offerings.

What's the 4th point of Guest Request?

Telephone - The associate confirmed the caller's request by repeating back key details to ensure correct understanding.

What's the 5th point of Guest Request?

Telephone - Guest name used during the experience, when known.

What's the 6th point of Guest Request?

Telephone - Closing Guest Interaction - Service Behaviors

What's the 7th point of Guest Request?

Telephone - The overall experience met guest expectations and was free of negative detractors.

What's the 8th point of Guest Request?

Delivery

According to 8th point of Guest Request, ◾Deliver the item within ..... minutes of the stated time or ◾Take no longer than .... minutes (if time is not stated) It is acceptable for an item to be delivered earlier than the given .......... time.

5/30/delivery

What's the 9th point of Guest Request?

Delivery - Room delivery announcement

What's the 10th point of Guest Request?

First Impression - Service Behaviors

What's the 11th point of Guest Request?

Delivery - Uniform - Brand Specified Program

According to 11th point of Guest Request, The associate must be wearing the ....... and .......... uniform for their department.

proper/complete

What's the 12th point of Guest Request?

Delivery - The associate confirmed the item with the guest and offered to set up the item.

According to 13th point of Guest Request, The associate must:- ◾ Verbally ....... the item with the guest. ◾........ to set up the item (if necessary). ◾....... that the item was what the guest requested.

confirm/Offer/Ensure

What's the 14th point of Guest Request?

Delivery - The requested item was neat, clean and in good condition.

What's the 15th point of Guest Request?

Proactive Additional Assistance Offered.

What's the 16th point of Guest Request?

Closing Guest Interaction - Service Behaviors

What's the 17th point of Guest Request?

Delivery - The overall experience met guest expectations and was free of negative detractors.

What's the 18th point of Guest Request?

The experience reflected the Courtyard brand principles.

According to 18th point of Guest Request, ◾The associate provided ........ and ............ experience. ◾The associates ............. an understanding of the guest's ........ ◾The experience was .......... and efficient, allowing the guest to make the most of their ......

genuine/personalized/displayed/needs/intuitive

What's the 19th point of Guest Request?

On hold messaging script.

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