CHS Guest Service Excellence & Recovery

Question 1

What is the 'service recovery paradox'?

Accepted Answer

The phenomenon where guests who experience a problem that is resolved excellently may become more loyal than guests who never had a problem

Answer

Service recovery always makes things worse

Answer

Guests never forgive service failures

Answer

Recovery is more expensive than prevention

Question 2

What are the steps of effective service recovery in hospitality?

Accepted Answer

Acknowledge the problem, apologize sincerely, fix the issue promptly, offer appropriate compensation, and follow up

Answer

Deny the problem exists

Answer

Blame the guest for the issue

Answer

Offer a discount and move on

Question 3

How should a supervisor handle an angry or aggressive guest?

Accepted Answer

Remain calm, listen actively, empathize with their frustration, move to a private area if possible, and focus on finding a resolution

Answer

Match the guest's anger level

Answer

Refuse to engage with angry guests

Answer

Immediately call security for any complaint

Question 4

What is a guest comment card system and how should data be used?

Accepted Answer

A feedback collection tool whose data should be analyzed for trends, shared with staff, and used to drive operational improvements

Answer

A formality that does not need to be reviewed

Answer

Only negative comments should be tracked

Answer

Comment cards should be collected but never analyzed

Question 5

What is 'anticipatory service' in hospitality?

Accepted Answer

Proactively identifying and fulfilling guest needs before they have to ask

Answer

Waiting for guests to make requests before taking action

Answer

Following a rigid service script regardless of guest needs

Answer

Offering services only when guests complain

Question 6

What is the Net Promoter Score (NPS) and how is it used in hospitality?

Accepted Answer

A metric measuring guest loyalty by asking how likely they are to recommend the property on a 0-10 scale

Answer

A score measuring employee performance

Answer

A financial profitability metric

Answer

A safety compliance rating