CERTIFIED GUEST SERVICE PROFESSIONAL Making Connections Course: 087 Exam Control Number:

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1 Final Examination Instructions Carefully read the instructions on the final examination answer sheet. Both sides of the final examination sheet must be completed. Please darken the letter on the answer sheet that corresponds to the single best answer. 1. When is the most appropriate time to get involved in a guest service situation? A) When management tells you to get involved B) When you first recognize the guest s needs C) When a co-worker requests your assistance D) When a guest specifically asks for your help 2. In order to be a guest service champion, you must: A) tell guests the service you provide. B) avoid guests wants and needs. C) get involved with guests. D) pretend to care for guests. 3. Which of the following examples best describes the outcome of following through on exceptional service for a guest situation? A) The guest posts a negative review to a travel site. B) The guest has checked out and left the property. C) The situation is resolved to the guest s satisfaction. D) The situation is handed off to another employee. 4. Which of the following is the most important element of communicating with guests? A) Talking to guests B) Listening to guests C) Fixing guest issues D) Making excuses 5. Diane, a front-desk representative at your property, always provides adequate guest service but says she fears taking risks to get involved with guests to provide exceptional guest service. Which of the following qualities of a guest service champion is she lacking? A) consideration B) consistency C) compassion D) confidence 6. Which of the following is the best example of using your intuition to provide exceptional guest service? A) Be on time to work and prepared to provide service to your guests. B) Determine the type of service that will get you noticed by your guests. C) Make sure to always smile and personally greet guests you encounter. D) Observe guests to identify service they may not yet recognize they need National Restaurant Association Solutions, LLC

2 7. You are seating a group at your property s restaurant and hear them discussing the special dietary needs of one of the guests. Which of the following responses is the best example of using initiative to go above and beyond to provide outstanding service in this situation? A) Respect the guest s privacy and continue with the meal service as usual. B) Ask the chef to visit the table to discuss other available menu options. C) Be prepared to discuss ingredients and cooking methods of menu items. D) Express your concern by asking the reason for the special restrictions. 8. Miguel has worked as a bell person for five years. His property s management and co-workers all consider him a guest service champion. Which of the following statements best describes why they would think that way? A) He does not accept tips from guests when helping them with their luggage. B) He consistently goes out of his way to create great guest service experiences. C) He arrives for work on time with a clean uniform and a smile on his face. D) He once assisted a guest having a heart attack in the guestroom hallway. 9. You are working the front desk during one of the worst rainstorms your area has ever seen. Which of the following is the most appropriate example of using empathy to go above and beyond to provide extraordinary service in this situation? A) Position rubber mats at the main entrance doors to help control the water. B) Ask housekeeping for a supply of towels to make available for wet guests. C) Tell guests to walk slowly and watch their step on the lobby s marble floor. D) Place caution signs on the wet floor to indicate a slip hazard to your guests. 10. As a concierge at your property, you are arranging a rental car for a guest when he mentions the bathtub in his room isn t draining properly. Which of the following responses best describes the final step of following through on excellent guest service in this situation? A) You call the guest to check the repaired tub now drains properly. B) You contact maintenance about the guest s concern with the tub. C) You make a note of the problem with the tub in the concierge log. D) You tell the guest the hotel s bathtubs always tend to drain slowly. 11. In a conversation with a guest traveling on business, you discover he is missing his daughter s birthday celebration while he s away. Which of the following responses is the most appropriate example of using empathy to provide extraordinary service in this situation? A) Offer your sympathies and remind him his daughter will have other birthdays. B) Point out the local entertainment options to take his mind off his daughter. C) Present him with a birthday card signed by the staff to give to his daughter. D) Make arrangements for his daughter to travel to the hotel to surprise him. 12. A group of guests are staying at your property as part of a local softball tournament. Which of the following responses is the most appropriate example of providing guests a surprise that goes above and beyond standard service in this situation? A) Provide players with directions to the nicest day spa in the area when asked. B) Assemble employees to wish the players luck as they leave for their first game. C) Put all the softball players on one floor so they aren t bothered by other guests. D) Highlight amenities such as fitness equipment and pool hours during check-in National Restaurant Association Solutions, LLC

3 13. In order to delight a guest, you must: A) ensure money is available to cover supplies. B) ask what service the guest is looking for. C) understand what might surprise the guest. D) identify service that is completely unusual. 14. When using your intuition to provide guest service that goes above and beyond, which one of the following strategies is most helpful? A) Quote your company s policies. B) Refer the guests to someone else. C) Ask the guests probing questions. D) Always use an established response. 15. In addition to being on the lookout for ways to raise the quality of the service you provide guests, you should also look for ways to: A) customize the service you offer. B) lower the cost of service offered. C) get recognition for your services. D) provide feedback to co-workers. 16. Which of the following is the most important reason to provide guests with authentic service? A) Guests see that their satisfaction is of personal importance to you. B) Your peers will follow your lead and step up their service to guests. C) Guests can get ordinary guest service from your competitors. D) Your supervisor expects you to provide guests this type of service. 17. Which of the following statements is true about using initiative when providing guest service? A) Always get management approval before acting on an idea. B) Some of the best ideas cost little to no money to implement. C) Ensure the idea doesn t cause you extra work during your shift. D) Guests don t want extra service unless they specifically ask for it. 18. Using your initiative when providing service shows guests you: A) use your emotions when determining what type of service to offer. B) are personally motivated to go above and beyond what s expected. C) focus on doing a good job at the duties required of your position. D) are knowledgeable of your property s policies and procedures. 19. When cleaning an occupied guestroom, you find a child s stuffed animals piled on a chair. Which of the following responses is the most appropriate example of delighting a guest with your service in this situation? A) Arrange the animals on the bed with the remote as if they are watching TV. B) Leave the toys right where they are so the child can easily find them later. C) Put the animals away in a drawer to help keep the room s appearance neat. D) Go to a local toy store and purchase a plush toy to add to the collection National Restaurant Association Solutions, LLC

4 20. Which of the following statements describes the best way to prepare to provide extraordinary guest service? A) Identify a standard greeting that is polite and welcoming. B) Find resources available to help you offer guest service. C) Focus on the speed and efficiency of your guest service. D) Practice pronouncing the names of all of the guests staying at your property. 21. Following through on a request or complaint shows the guest you: A) always look for ways to surprise your guests. B) can solve any problem that occurs. C) understand guest reviews are very important. D) take ownership of the service you provide. 22. When providing outstanding guest service, a hospitality professional should: A) act like a manager would in the situation. B) be focused on company procedures. C) treat guests with dignity and respect. D) tell jokes and keep guests entertained. 23. A group of sports fans staying at your property asks you to take their picture before leaving for a game at the local sports arena. You discover their camera s batteries are dead. Which of the following responses is the best example of authentic guest service in this situation? A) Offer to purchase new batteries and deliver them to the guests at the arena. B) Provide the guests with detailed directions to the nearest convenience store. C) Partner with maintenance to offer the guests a set of replacement batteries. D) Inform the guests the batteries are dead, and hand the camera back to them. 24. Hospitality professionals consider providing outstanding service a promise to their guests. Like any promise, you must: A) seek permission. B) follow through. C) set expectations. D) accept failure. 25. A business guest informs you a very important document is supposed to be delivered for her, but she has to leave the hotel for a while. Which of the following responses best illustrates going above and beyond to deliver excellent guest service in this situation? A) Give the package to a bell person so it can be delivered to the guest s room. B) Ask the messenger to come back with the package when the guest returns. C) Accept the package and store it at the front desk until the guest asks for it. D) Ask the guest for the best way to contact her when the package has arrived. 26. Empathy is best described as: A) offering guests appropriate and genuine service. B) showing guests you understand the way they feel. C) following through on the promise of great service. D) asking questions to know what service guests need National Restaurant Association Solutions, LLC

5 27. If being authentic means providing guest service that is real not fake, which of the following examples best describes an authentic guest interaction? A) An employee reciting his property s policies in answer to a complaint. B) An employee reassuring a guest he is happy to help solve her problem. C) An employee rolling his eyes when answering a familiar guest question. D) An employee greeting guests with a standard welcome and forced smile. 28. Management recently introduced new pet-friendly policies for several of the guestrooms at your property. Which of the following responses is the best example of going above and beyond by using your initiative to provide excellent service in this situation? A) Become familiar with the guidelines for guests staying with their pets. B) Restock informational cards about the new policy in all the guestrooms. C) Carry treats in your uniform pocket to offer your four-legged guests. D) Know the established location for guests to walk pets when asked. 29. A guest is checking in late and says she has been traveling since early that morning. Which of the following responses is the best example of using intuition to provide outstanding service in this situation? A) Ask if the guest needs directions to the room. B) Skip highlighting the guestroom and property amenities for the guest. C) Ask if you may order something to be delivered for the guest to eat. D) Recommend the guest consider upgrading to a room with a king bed. 30. Which of the following is the most likely reason for losing guests business? A) Guests never returned to the area. B) Guests are dissatisfied with service. C) Guests want to vary where they stay. D) Guests are attracted to competitors. Be sure to answer all questions. Any questions not answered are automatically marked wrong. Please be sure that the examination control number for this exam is properly entered in the grid on the final examination answer sheet. Also, make sure that your name is filled in on the final examination answer sheet in exactly the way you want it to appear on the certificate. Finally, be sure your EI student number is entered on the final examination answer sheet and that you have darkened the corresponding numbers below it. Your EI student record is indexed primarily according to this number. If you do not have an EI student number, leave that field blank and EI will assign you a number National Restaurant Association Solutions, LLC