1 | BEHAVIORAL EXERCISE
WILD CARD
Answer the following questions in order in less than one minute: What is the property’s address? What is the property’s main phone number? What are the hotel’s check-in and check-out times? ANSWER Once the answers provided are correct, can you answer the same three questions again while being 100% well- spoken ?
2 | BEHAVIORAL EXERCISE
WILD CARD
Name as many places where a guest can have breakfast on or near your property.
ANSWER The answers will depend on your property, but don’t forget about in-room dining as well as any quick cafes or coffee shops for guests looking for something quick.
3 | BEHAVIORAL EXERCISE
WILD CARD
Name three popular tourist destinations or recommended places to visit that are near your property.
ANSWER Congratulations if you named three destinations! Now, can you show your smarts and provide one helpful piece of information about each of them that a guest would find both thoughtful and anticipatory?
4 | BEHAVIORAL EXERCISE
WILD CARD
Name two somewhat unknown and interesting facts about your property.
ANSWER Your property is unique, so show your pride! Having well- rounded and detailed knowledge of where you work will show you care and also interest guests.
5 | BEHAVIORAL EXERCISE
WILD CARD
Please describe our hotel’s guest confidentiality policy in plain terms.
ANSWER Once the confidentially policy is named, can you name three different times in which you’d want to apply it?
6 | BEHAVIORAL EXERCISE
WILD CARD
Name three facts pertaining to our hotel’s history (i.e., when it opened, ownership, any interesting origin stories, etc.).
ANSWER Knowing your property is important for numerous reasons, including making guests feel comfortable that information is accurate. Guests can also sense your pride when you can speak confidently about your property.
7 | BEHAVIORAL EXERCISE
WILD CARD
What are five unprofessional words that are sometimes used to affirm or confirm something when speaking to a guest?
ANSWER What does it say about your property when we confirm requests with “no problem,” “yeah,” or “sure”? The guests can hear casual language anywhere, and you want to make your hotel feel special. Responses that include “absolutely,” “of course,” or “I’d be happy to” sound far more gracious.
8 | BEHAVIORAL EXERCISE
WILD CARD
What are three things you could say to greet a male and female guest, in a professional and articulate manner?
FOLLOW UP What are three things you should not say to greet a male and female guest? Just for this one time, you’ll want to be inarticulate and maybe a bit unprofessional.
9 | BEHAVIORAL EXERCISE
WILD CARD
Name three standards that could be evaluated in a Forbes Travel Guide inspection when staff is speaking to a guest on the phone. ANSWER All of the below standards apply when we speak to the guest over the phone. Remember to take a breath before you answer the phone, take your time, and always provide a polite closing remark. You never want to hang up on the guest! • Telephone greeting and conversation are calm and clear • The guest is always asked permission before being placed on hold or recording • No telephone hold is longer than 30 seconds without offering a call-back • Staff is highly articulate and avoids slang and excessive use of phrase fragments • Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction • The guest’s name is used effectively as a signal of recognition, but discreetly • Staff closes interactions with polite and appropriate remarks • No excessive delays were experienced.
10 | BEHAVIORAL EXERCISE
WILD CARD
Name three standards that could be evaluated in a Forbes Travel Guide inspection during an in-person interaction with a guest. ANSWER Any of the below standards would count for any in- person interaction. Always be mindful of how we present ourselves to the guest! • Staff acknowledges the guest when appropriate and reasonably possible • Staff is highly articulate and avoids slang and excessive use of phrase fragments • Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction • Staff readily smiles and maintains an engaging expression • Staff makes eye contact and keeps focus on the guest • All staff encountered are attired in professional, clean and well-fitted uniforms • All staff encountered are extremely well-groomed • Staff maintains alert posture and behaves professionally in view of the guest
11 | BEHAVIORAL EXERCISE
WILD CARD
Which of the following is not a Forbes Travel Guide standard:
1. Staff acknowledges the guest when appropriate and reasonably possible 2. Staff readily smiles and maintains an engaging expression 3. The guest’s name is used at least three times during each interaction, as a signal of recognition.
ANSWER The correct answer is... 3 .
The correct standard states, “The guest’s name is used effectively used a signal of recognition, but discreetly.” There’s no set amount of times that Forbes Travel Guide is looking for you to use the guest’s name; just make it appropriate and personalized.
12 | BEHAVIORAL EXERCISE
WILD CARD
Describe the difference between: Demonstrating a genuine sense of intersest and concern for a guest versus Offering thoughtful and anticipatory service
ANSWER Genuine interest is learning something about the guest, and then proving what you learned about them. Asking questions, relating to the guest and “reading” them appropriately all pertain here. Anticipatory service is thinking one step ahead of the guest, and providing them a piece of information or a service that they did not have a chance to ask for, or in some cases, they didn’t even know they needed.
13 | BEHAVIORAL EXERCISE
WILD CARD
Name ten inappropriate issues related to staff grooming.
ANSWER Issues can include • Messy hair • Strong perfume/cologne • Unshaven face
• Sweating • Body odor
• Inappropriate jewelry • Chipped fingernails • Loud nail polish • Excessive make-up • Dirty hands
Please inspect each attending member of this class to see if as a team we “pass” or “fail” grooming expectations.
14 | BEHAVIORAL EXERCISE
WILD CARD
Name five inappropriate issues related to staff uniforms.
ANSWER Issues can include • Stained clothing • Untucked shirts • Unpolished shoes • Missing buttons • Ripped garments • Clothing that’s too big or too small
Please inspect each attending member of this class to see if as a team we “pass” or “fail” uniform expectations.
15 | BEHAVIORAL EXERCISE
WILD CARD
Name three ways to “exhibit a genuine sense of interest in the guest” within your department.
ANSWER There are many ways to show a genuine interest in the guest, but it all comes down to sincere engagement. Listen carefully, read the guest and respond appropriately. Ask questions, be mindful and respectful and use your best judgment. Can you name some examples of when you exhibit these behaviors?
16 | BEHAVIORAL EXERCISE
WILD CARD
Think of a time when a guest asked you for something and you did not have the item available. How do you properly handle this situation?
ANSWER Along with politely informing the guest that you don’t have the requested item, be sure to offer an appropriate alternative. The idea here is to answer the guest’s question before they ask it. For example, if the guest asks for a certain brand of cough syrup and the hotel does not carry it, don’t just say, “We don’t have that.” Say “I’m sorry, we don’t carry that, but you can get some at….”
17 | BEHAVIORAL EXERCISE
WILD CARD
Please tell an interesting story about any fun fact about the property, such as a unique hotel amenity or a favorite dish at one of the restaurants. You must be 100% well-spoken, and the other teams will gauge your oratory success. FEEDBACK While telling the story, was it difficult to not use any filler words? Did you feel as if you had to pay more attention to your language? How often do we stop and listen to ourselves as we interact with guests?
Make this a goal for today, and share results tomorrow during pre-shift.
18 | BEHAVIORAL EXERCISE
WILD CARD
What are five ways that you can provide “intuitive, thoughtful anticipatory service” to the guest in your department?
ANSWER Being anticipatory means being one step ahead of the guest and thinking for them, providing them with a piece of information or a service they did not have a chance to ask for. For example, if the guest asks where they can buy allergy medication, provide the answer along with directions, hours of operation or possibly transportation. Can you think of some examples where you provided anticipatory service?
19 | BEHAVIORAL EXERCISE
WILD CARD
Divide into two teams. Each team will come up with three questions about the hotel to ask the other team. You must know the correct answer to your own question! Switch off asking and answering the questions. FEEDBACK The standard we are focusing on here is: Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance. Is everyone knowledgeable about the hotel? Are there commonly asked questions that you don’t know the answer to?
20 | BEHAVIORAL EXERCISE
WILD CARD
Name five things in the public areas of the hotel to pay attention to regarding the cleanliness and condition of the property.
FEEDBACK It’s important to have a pair of eagle eyes when looking at the general appearance of the property, including the condition of the carpet, baseboards, and floors. There should be no dust buildup or burnt out light bulbs, and certainly no debris or trash inside or outside of the property. Desks should be clean and organized, and guest’s personal information should never be publicly visible.
21 | BEHAVIORAL EXERCISE
WILD CARD
Please rank the following in order of most to least impressive closing remarks ( what you say to the guest to completely end a conversation ): “You’re welcome.” “Thank you very much. Come back
and see us again soon!” “Have a great evening.”
ANSWER The correct order, from most impressive to least impressive, is: Most: “Thank you very much. Come back and see us again soon!” Good: “Have a great evening.” Meh: “You’re welcome.” We should always remember to either provide an appreciative or anticipatory remark. “You’re welcome” is nice, but in this instance, it’s the guest that has said thank you…you should be the person who provides the polite remark!
22 | BEHAVIORAL EXERCISE
WILD CARD
Please provide the hours of operation for the following outlets: Fitness Center
The Pool The Spa The Business Center Any other outlets
ANSWER Once we have all of the correct answers, can you provide the same information while being 100% well-spoken ?
23 | BEHAVIORAL EXERCISE
WILD CARD
The guest has arrived prior to check-in time. Name three things you could recommend for a guest to do while they are waiting to check into their room. ANSWER As it’s frustrating for a guest when their room isn’t ready, this is a great opportunity to be proactive. Some things that you can suggest would be to have a drink at the bar, enjoy the pool or have lunch or a snack at a dining outlet. You could also offer to store their luggage, provide some sightseeing or shopping recommendations, offer the use of the gym or spa or provide the internet passcode.
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