Training QUIZ English

Description

Dear Associates, It was a real pleasure to provide to you the Basic Cards training session with Bob Brown. We hope you’ve enjoyed it and learned a great deal. We really think it is important for you to be able to implement these points in your everyday work situation. We have therefore created this Quiz so that you can test what you have learned in the training. This will only take a few minutes. Please circle the correct answer. Thank you very much!
vivianamcdonald
Quiz by vivianamcdonald, updated more than 1 year ago
vivianamcdonald
Created by vivianamcdonald over 10 years ago
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Resource summary

Question 1

Question
What is the first thing you should always do when you see a guest?
Answer
  • Smile and greet the guest
  • Ignore the guest
  • Smile
  • Greet the guest

Question 2

Question
Mr. Vargas, one of our recurring guests, comes over to you. How would you greet Mr. Vargas?
Answer
  • Mr. Vargas, nice to have you back with us
  • Sir, how are you today?
  • Hi welcome to Playa Linda
  • Good Morning Sir

Question 3

Question
A guest is walking towards you. Which rule should you consider using?
Answer
  • The 10/5 rule
  • The 15/5 rule
  • The 20/10 rule
  • No rule, I would just ignore the guest

Question 4

Question
You should always show a genuine interest in each guest
Answer
  • True
  • False

Question 5

Question
To which one of the 15 principals of the basic cards is the following action applicable: “When responding to a guest, follow up in person or give the guest a phone call”
Answer
  • Have a sense of urgency
  • Everyone is a housekeeper
  • Be knowledgeable about your job
  • Be an ambassador of the company

Question 6

Question
A guest comes by you and tells you that he heard about a store that sells t-shirts that changes color in the sun. He asks you where this place is. What will you tell him?
Answer
  • I don’t know
  • We don’t have this type of t-shirts in Aruba
  • Go ask our concierge
  • It’s the Funky Monkey store. When standing in front of the Playa Linda, facing the street, it would be on the left side next to Jireh’s style

Question 7

Question
A guest has a complaint regarding your department. How would you handle this situation?
Answer
  • Understand --> Apologize --> Resolve --> Follow up
  • Listen --> Go into discussion with guest --> Resolve --> Bad mouth about the guest with your colleagues
  • Listen --> Refer the guest to your manager --> Act as if you never heard anything
  • Listen --> Get angry --> Blame guest --> Ignore

Question 8

Question
You are walking in the lobby and suddenly you see a can of coca cola on the floor. What is your reaction?
Answer
  • Call a housekeeper to pick it up
  • Take another direction
  • Hit the can with your foot
  • Pick the can up and throw it in the nearest trashcan

Question 9

Question
Being an ambassador of the company you should always avoid:
Answer
  • Being friendly
  • Being helpful
  • Giving negative comments about your co-workers or the Resort
  • Greeting the guest

Question 10

Question
When giving a guest direction you should: • Escort the guest • If not possible walk the first 3 steps • Not point, but use the open hand
Answer
  • True
  • False

Question 11

Question
You should always practice good hygiene and report to work with proper, clean, pressed uniform
Answer
  • True
  • False

Question 12

Question
How can you practice safe work habits?
Answer
  • Immediately report incidents
  • Immediately report accidents
  • Immediately report hazards
  • All the other answers are correct
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