The guest posts a bad review to a website.

The guest has left the property.

The situation is fixed to the guest’s approval.

The issue is given to your co-worker.

When management tells you to get involved

When you first recognize the guest’s needs

When a co-worker requests your assistance

When a guest specifically asks for your help

provide guest information about services.

elude (avoid) guests’ wants and needs.

get involved with guests.

pretend to care about guests.

Talking to guests

Listening to guests

Fixing guest issues

Making excuses

Placing blame on others

consideration

consistency

compassion

confidence

Be on time to work and be ready to deliver service to your guests.

Decide the type of service that will get you noticed by your guests and supervisor.

Make sure to always smile and personally greet guests you encounter.

Observe guests to find out what service they may not yet recognize they need.

Respect the guest’s privacy and carry on with the meal service.

Ask the chef to stop at the table to go over other available menu choices.

Be ready to confer about ingredients and cooking procedures of menu items.

Express your concern by questioning the reason for the special dietary problems.

She does not take tips from guests when helping them with their luggage.

She always goes out of her way to create exceptional guest service experiences.

She arrives for work on time with a clean uniform and a smile on her face.

She once helped a guest having a panic attack in the hallway.

Put mats at the main entrance doors to control the water.

Ask housekeeping for a supply of towels to make available for wet guests.

Tell guests to walk slowly and watch their step on the lobby’s slippery floor.

Place hazard signs on the wet floor.

You call the guest to check the repaired toilet now drains properly.

You contact maintenance about the guest’s concern with the toilet.

You make a note of the problem with the toilet in the concierge log.

You tell the guest the hotel’s toilets always have issues.