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F&CS GUEST SERVICE PROFESSIONAL CERT QUESTIONS AND ANSWERS 100% CORRECT | LATEST
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F&CS GUEST SERVICE PROFESSIONAL CERT QUESTIONS AND ANSWERS 100% CORRECT | LATEST
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F&CS GUEST SERVICE PROFESSIONALCERT QUESTIONS AND ANSWERS 100%
CORRECT | LATEST 2024-2025
A front desk rep at your property, always provides adequate guest service but says
she fears taking risks to get involved with guests to provide exceptional guest
service. Which of the following qualities of a guest service champion is she
lacking?
Compassion
Consistency
Confidence
Consideration - ANSWER confidence
You are seating a group at your property's restaurant and hear them discussing
the special dietary needs of one of the guests. Which of the following responses is
the best example of using initiative to go above and beyond to provide
outstanding service in this situation?
Respect the guest's privacy and continue with the meal service as usual.
Ask the chef to visit the table and discuss other available menu items.
Be prepared to discuss ingredients and cooking methods of menu items.
Express your concern by asking the reason for the special restrictions. -
ANSWER Be prepared to discuss ingredients and cooking methods of menu
items.
You are working the front desk during one of the worst rainstorms your area has
ever seen. Which of the following is the most appropriate example of using
, empathy to go above and beyond to provide extraordinary service in this
situation?
Tell guests to walk slowly and watch their step on the lobby's marble floor.
Position rubber mats at the main entrance doors to help control the water
Ask housekeeping for a supply of towels to make available for wet guests.
Place caution signs on the wet floor to indicate a slip hazard to your guests. -
ANSWER Ask housekeeping for a supply of towels to make available for wet
guests.
As a concierge at your property, you are arranging a rental car for a guest when he
mentions the bathtub in his room isn't draining properly. Which of the following
responses best describes the final step of following through on excellent guest
service in this situation?
You contact maintenance about the guest's concern with the tub.
You tell the guest the hotel's bathtubs always tend to drain slowly.
You make a note of the problem with the tub in the concierge log.
You call the guest to check the repaired tub now drains properly. - ANSWER
You call the guest to check the repaired tub now drains properly.
In a conversation with a guest traveling on business, you discover he is missing his
daughter's birthday celebration while he's away. Which of the following responses
is the most appropriate example of using EMPATHY to provide extraordinary
service in this situation?
Offer your sympathies and remind him his daughter will have other birthdays.
Present him with a birthday card signed by the entire staff to give to her.
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