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.
Made with FlippingBook - Online Brochure Maker