What does the “E” in S.M.I.L.E stand for?

engage our guests with enthusiasm

The first and most important thing you should do when dealing with an unhappyguest is

Write down guest's name and number

Guest Focused Attitude Quiz

1.

Name one reason why it is everyone’s job to ensure that every guest experienceis a positive one.
2.

Complete this sentence: “A guest focused attitude means ...”
3.

Animal Care Staff are very busy with the animals and can leave the Guest Experience to the Guest Relation Department
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The statement suggests that Animal Care Staff are too occupied with the animals to handle Guest Experience, implying that this responsibility falls under the jurisdiction of the Guest Relation Department. However, without further context or information, it is not accurate to assume that Animal Care Staff cannot also attend to Guest Experience. Therefore, the correct answer is False as it is an oversimplification of the situation.

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4.

There are several ways we can develop and maintain our guest focused attitude.They include
- A.
  
  Verbal Language
- B.
  
  Body Language
- C.
  
  Staring at guests
- D.
  
  Knowledge
- E.
  
  Following guests
Correct Answer(s)
A. Verbal Language
B. Body Language
D. Knowledge

Explanation
The correct answer is Verbal Language, Body Language, and Knowledge. These three factors contribute to developing and maintaining a guest-focused attitude. Verbal language involves using appropriate and friendly words to communicate with guests. Body language includes using positive gestures, maintaining eye contact, and having an open and welcoming posture. Knowledge refers to having a good understanding of the guests' needs and preferences, allowing for personalized and efficient service. By combining these three elements, hospitality professionals can create a positive and guest-centric experience.

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5.

What, when combined with a warm smile, is your most effective tool in yourcustomer service arsenal?

Correct Answer(s)
eye contact

Explanation
Eye contact is a powerful tool in customer service because it helps establish a connection and build trust with the customer. When combined with a warm smile, maintaining eye contact shows attentiveness and genuine interest in the customer's needs. It also allows for better communication, as it helps to convey empathy and understanding. By making eye contact, the customer feels valued and heard, leading to a more positive and effective customer service experience.

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6.

What does the “E” in S.M.I.L.E stand for?

Correct Answer(s)
engage our guests with enthusiasm

Explanation
The "E" in S.M.I.L.E stands for "engage our guests with enthusiasm." This means that when implementing the concept of S.M.I.L.E, the main focus is on actively involving and interacting with guests in a positive and enthusiastic manner. By doing so, it creates a welcoming and enjoyable experience for the guests, leaving a lasting impression.

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7.

The first and most important thing you should do when dealing with an unhappyguest is
- A.
  
  Apologize
- B.
  
  Listen
- C.
  
  Solve the problem
- D.
  
  Write down guest's name and number
Correct Answer
B. Listen

Explanation
When dealing with an unhappy guest, it is important to listen to their concerns and grievances. By actively listening, you show empathy and understanding towards their situation. This allows you to gather all the necessary information to address the problem effectively. Apologizing and solving the problem are also important steps, but without listening, it would be difficult to fully comprehend the guest's issue and provide a satisfactory resolution. Writing down the guest's name and number may be helpful for follow-up purposes, but it is not the first and most important thing to do when dealing with an unhappy guest.

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8.

People respond more positively to passive rather than active words
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
This statement is incorrect. People generally respond more positively to active words rather than passive words. Active words are more engaging and create a sense of action and energy, which tends to have a more positive impact on the audience. Passive words, on the other hand, can often come across as weak or lacking in conviction. Therefore, the correct answer is False.

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9.

Resources to increase your knowledge about CMA and WDTA include:
- A.
  
  Colleagues
- B.
  
  The facilities themselves
- C.
  
  Seewinter.com
- D.
  
  All of the above
Correct Answer
D. All of the above

Explanation
The answer "all of the above" is correct because the question asks for resources to increase knowledge about CMA and WDTA, and all the options listed - colleagues, the facilities themselves, and seewinter.com - are valid resources for gaining knowledge about these subjects. Therefore, selecting "all of the above" encompasses all the possible resources mentioned in the question.

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Guest Focused Attitude Quiz

Name one reason why it is everyone’s job to ensure that every guest experienceis a positive one.

Complete this sentence: “A guest focused attitude means ...”

Animal Care Staff are very busy with the animals and can leave the Guest Experience to the Guest Relation Department

There are several ways we can develop and maintain our guest focused attitude.They include

What, when combined with a warm smile, is your most effective tool in yourcustomer service arsenal?

What does the “E” in S.M.I.L.E stand for?

The first and most important thing you should do when dealing with an unhappyguest is

People respond more positively to passive rather than active words

Resources to increase your knowledge about CMA and WDTA include: