Why is customer service important in hospitality?
Excellent customer service creates a positive guest experience and encourages repeat business.
What is a key element of delivering great customer service?
Active listening ensures that guest needs are understood and met effectively.
How should complaints be handled in hospitality?
Complaints should be acknowledged, resolved promptly, and used as an opportunity for service recovery.
What does 'personalized service' mean?
It means tailoring services to meet the specific needs and preferences of each guest.
Why are guest reviews important?
Reviews reflect guest satisfaction and can influence the decisions of future customers.
Which of the following helps improve the guest experience?
Providing amenities, fast service, and anticipating guest needs all contribute to a positive experience.
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What role does body language play in customer service?
Positive body language conveys attentiveness and professionalism to guests.
Why is consistency important in service delivery?
Consistency builds guest trust and ensures that service expectations are met at all times.
What should a hospitality employee do if unsure how to assist a guest?
Asking for help from a supervisor or more experienced colleague ensures the guest receives proper assistance.