Questions and Answers
What do we always address our guest by when greeting or interacting with them?
Name
What type of mouth positioning is extremely important to show our guests we are interested and happy to assist them?
Smile
"Enjoy your stay" is an example of what type of remark?
Closing
Within how many seconds must we greet our guests on the front drive?
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A guest must be (blank) to the reception desk.
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How long do you have to deliver a guest's bags, once they have completed their check-in?
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What is the name of the coffee machine we must point out during a room orientation?
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During a room orientation we must point out the drapes and (blank) controls.
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What must we ask the guest before departing an in-room check-in?
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We have four minutes to pick up bags upon departure.
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We must ask a guest where they are going when they are departing in a taxi.
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When retrieving luggage from a guest room, we can offer assistance for transportation in order for the experience to remain seamless.
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"Never come back" is an example of polite closing remarks.
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A clean uniform is not mandatory for the team to be up to Forbes Standards.
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Slang words such as "Yo" and "No worries" are acceptable verbiage.
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Are you Forbes Ready?
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Study Notes
Guest Services - Forbes Five Star Standard
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Always address guests by their name when greeting or interacting to foster a personal connection.
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A smile is essential; it conveys interest and a willingness to assist guests.
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"Enjoy your stay" is an example of a closing remark, leaving a positive impression.
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Guests should be greeted within 60 seconds of arrival at the front drive to maintain hospitality standards.
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Guests must be escorted to the reception desk for a seamless check-in experience.
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Deliver guest bags within 10 minutes after check-in to ensure prompt service.
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Highlight the Nespresso coffee machine during room orientation to enhance guest experience.
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During room orientation, point out drapes and light controls to help guests familiarize themselves with the room.
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Before leaving an in-room check-in, always ask if the guest requires further assistance.
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We do not have a four-minute window for picking up bags upon departure; this statement is false.
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It is important to ask guests for their destination when departing in a taxi to provide tailored service.
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Offering transportation assistance when retrieving luggage ensures a seamless experience for the guest.
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"Never come back" is not a polite closing remark; the statement is false, emphasizing the importance of courteous language.
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A clean uniform is mandatory to meet Forbes Standards; this statement is false.
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Using slang expressions like "Yo" and "No worries" is not acceptable in professional communication; this is false.
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Being Forbes Ready signifies preparedness to meet high service standards in hospitality.
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Description
Test your knowledge on the Forbes Five Star standards of guest services. This quiz covers important interactions such as greetings, body language, and closing remarks to ensure a high-quality experience for guests. Perfect for those in the hospitality industry!
