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
Made with FlippingBook - Online Brochure Maker