Breath of Prince SC Training - Module 2

Module 2: Our Guest

Watch the video in its entirety then answer the questions below completely to get full credit.

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* 1. How do guests MOSTLY show communication?

Through words

Tone of voice

Non-verbal

Nothing - it was always a hotel

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* 2. Guest Persona Activity: Pick either the family visitor or the active guest.

How you can exceed the guest's expectations in your department?

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* 3. Importance of a quick response: what had the highest percentage in the 2003 study that was done by John Goodman?

When a guest does not experience a problem

When a guest experiences a problem and it is resolved

When a guest experiences a problem and it is NOT resolved

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* 4. What are the steps in caring for an upset guest?

Listen, apologize, empathize, resolve the issue and genuinely thank the guest

Ignore the guest, blame them for the problem, pass the problem to somebody else to fix

Listen to the guest, explain the problem was not your fault, ask your supervisor to fix the problem for the guest

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* 5. Using the following scenario, think about how you would care for this upset guest in your department practicing the skills you have learned:

Mr. Kuriyama is dining in 100 Sails and ordered drinks over 15 minutes ago. He stops you and yells that this is an important business meeting and they need their drinks immediately.

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* 6. Enter your Information below to get credit for completing Module 2 - Our Guest

Enter your Legal Last Name, First Name:

Enter your Employee ID: