FDIA Mod 3 Learn 5 Key Areas of the Guest Experience

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Questions and Answers

What is the module about?

Back office management

Food and beverage service

Front desk access and creating a great guest experience (correct)

Guest room cleaning

First impressions are important and can be formed in as little as ______.

five seconds

How long does it take to form a first impression?

30 seconds

1 minute

10 seconds

5 seconds (correct)

Which of the following is a top 20 behavior for creating a great guest experience?

Using the guest's name Signup and view all the answers

Bottom 80 behavior includes lack of eye contact, not being friendly, and not introducing ______.

oneself Signup and view all the answers

What is the four-step system important for?

Guest care and consistency Signup and view all the answers

Customer sales and retail sales are important for the industry and ______ care.

guest Signup and view all the answers

Fear can be a barrier to successful ______.

sales Signup and view all the answers

What are the drivers of success at the front desk?

Service sales and retail sales Signup and view all the answers

Service sales and retail sales are the drivers of success at the ______ desk.

front Signup and view all the answers

What is important for retention?

Building trust with guests Signup and view all the answers

Building trust with guests is important for ______.

retention Signup and view all the answers

Why can fear be a barrier to successful sales?

It can prevent employees from promoting products Signup and view all the answers

What is the triple win concept?

A concept for winning at the salon Signup and view all the answers

Knowing the brand identity and representing it is crucial for creating a ______ first impression.

positive Signup and view all the answers

What can gift cards provide?

Secured revenue and can lead to additional sales Signup and view all the answers

Top 20 individuals are always learning and using resources to improve their ______.

knowledge Signup and view all the answers

What can a self-assessment and benchmark help individuals with?

Achieving their goals Signup and view all the answers

Retail is an extension of the service and can lead to growth in the ______.

company Signup and view all the answers

Study Notes

The module is about front desk access and creating a great guest experience.
First impressions are important and can be formed in as little as five seconds.
Top 20 behavior includes positive posture, nonverbal communication, and using the guest's name.
Bottom 80 behavior includes lack of eye contact, not being friendly, and not introducing oneself.
The four-step system is important for guest care and consistency.
Customer sales and retail sales are important for the industry and guest care.
Fear can be a barrier to successful sales.
Service sales and retail sales are the drivers of success at the front desk.
Building trust with guests is important for retention.
Knowing the brand identity and representing it is crucial for creating a positive first impression.
The importance of job security and career paths in the salon industry.
The role of experts in services and retail to create a positive first impression.
Top 20 individuals are always learning and using resources to improve their knowledge.
Retail is an extension of the service and can lead to growth in the company.
Team synergy is essential for a cohesive and successful salon.
The triple win concept involves the salon guest, team, and company.
Consistency through the four-step check-in process benefits the salon guest.
Gift cards provide secured revenue and can lead to additional sales.
Evolution and continuing to learn is crucial in the salon industry.
A self-assessment and benchmark can help individuals focus on areas for improvement and achieve their goals.

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Description

Looking to create a positive guest experience and improve your front desk skills? Test your knowledge with this quiz that covers the top 20 behaviors for success, the four-step system for guest care, the importance of customer and retail sales, building trust with guests, and more. Whether you're a seasoned professional or new to the industry, this quiz will challenge you to think critically about your role at the front desk and how you can make a lasting impression on your guests. Don't miss out on the opportunity