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Concierge Program Test

Why are first impressions important?

Concierges are ambassadors of their hotel, representing their company. Guests need to feel that they are important, and that the concierge

Easy, offering a fast response to customer requests, engaging, personalizing to individual requests, Effortless, answering questions and issues before they become a bigger problem

Carrying heavy loads, spending hours helping a guest for them to change their minds, being patient with unhappy customers working long hours few breaks lack of time for self or family

A concierge might be asked to accompany a guest to shop in a particular area, find a particular item which is difficult to locate, ship an item to another country

What are the key markers to show professionalism in the role of concierge?

Receptionist, porter, front of house assistant

Stay connected, save time, give personal attention, offer unique access to events and restaurants and exclusive privileges, and offer an unforgettable experience

Consistently achieve high standards, knowledge of the dress code, policies for using •mobile phones, and social media

Easy, offering a fast response to customer requests, engaging, personalizing to individual requests, Effortless, answering questions and issues before they become a bigger problem

Name three key skills required to be professional?

Carrying heavy loads, spending hours helping a guest for them to change their minds, being patient with unhappy customers working long hours few breaks lack of time for self or family

Be competent, be conscientious, have integrity, show respect, show emotional intelligence, show knowledge, be appropriate, have confidence

Help with medical needs, share tips on the locality, make arrangements for pets, help with working out, help with dietary restrictions, book a spa or beauty treatment, book a ..rental car, coordinate retreats

Treat everyone as equal, build relationships with guests and hotel staff, keep confidence

What are the three aspects of customer service training which will ensure guests are satisfied?

Neutral, open, approachable

Treat everyone as equal, build relationships with guests and hotel staff, keep confidence

To save time, resources, effort, and energy

Right attitude, skills and knowledge

What are the three 'EEEs' to ensure customer satisfaction

Easy, offering a fast response to customer requests, engaging, personalizing to individual requests, Effortless, answering questions and issues before they become a bigger problem

Easy, offering a fast response to customer requests, Enlarging personalizing to individual requests, Effectiveness, answering questions and issues before they become a bigger problem

Eating, offering a fast response to customer requests, empathizing personalizing to individual requests, Effortless, answering questions and issues before they become a bigger problem

Elaborating, offering a fast response to customer requests, engaging, personalizing to individual requests, Effortless, answering questions and issues before they become a bigger problem

Name four workplace challenges a concierge might face

Offer assistance in opening the car door, welcome the guest to your hotel, obtain the guest's name, hold the door open for the guest, show positivity and enthusiasm, offer assistance with luggage, take the guest to the desk for checking in

Explain any emergency procedures, discuss upcoming events and activities in the region, escort guests and their luggage to their room

Carrying heavy loads, spending hours helping a guest for them to change their minds, being patient with unhappy customers working long hours few breaks lack of time for self or family

The ability to understand and interact with people from other cultures. It assists in building relationships with people from other cultures, reducing the risk of misunderstandings

Name five steps required for the check-in procedure?

Stay connected, save time, give personal attention, offer unique access to events and restaurants and exclusive privileges, and offer an unforgettable experience

Greet guests pleasantly, address guests by their last name, confirm check-out details with guest, register guest with the hotel, request assistance with their luggage

Explain any emergency procedures, discuss upcoming events and activities in the region, escort guests and their luggage to their room

Name three key skills a concierge needs to progress up the career ladder?

Consistently achieve high standards, knowledge of the dress code, policies for using mobile phones, and social media

Customer service skills, management skills, computer skills, social skills, front desk skills

Stay connected, save time, give personal attention, offer unique access to events and restaurants and exclusive privileges, and offer an unforgettable experience

Good organizational ability, good sense of humor, enthusiasm, friendly and caring, outgoing, works well in a team, shows initiative. Ideally to speak a second language

What is the name of the world renounced association for concierges and porters

Le clef d'or, The Society of the Golden Keys

La clev d'or, The Society of the Golden Keys

Le clef d'or, The Society of the Sliver Keys

La clev d'or, The Society of the Silver Keys

Which kind of transportation would a concierge help to arrange?

Help with medical needs, share tips on the locality, make arrangements for pets, help with working out, help with dietary restrictions, book a spa or beauty treatment, book a rental car, coordinate retreats

Valet parking cars, arranging air and ground transportation, guiding guests to use the local transportation systems

Carrying heavy loads, spending hours helping a guest for them to change their minds, being patient with unhappy customers working long hours few breaks lack of time for self or family

Name three personal shopping tasks a concierge be asked to undertake?

Professional business attire, no heavy makeup or jewellery, comfortable shoes, neutral clothing, clean, washed, and ironed clothing, hair neatly tied back

Greet guests pleasantly, address guests by their last name, confirm check-out details with guest, register guest with the hotel, request assistance with their luggage

Stay connected, save time, give personal attention, offer unique access to events and restaurants and exclusive privileges, and offer an unforgettable experience

A concierge might be asked to accompany a guest to shop in a particular area, find a particular item which is difficult to locate, ship an item to another country

List the five key finishing touches which a concierge might offer to make a guest's stay .memorable

Greet guests pleasantly, address guests by their last name, confirm check-out details with guest, register guest with the hotel, request assistance with their luggage

Stay connected, save time, give personal attention, offer unique access to events and restaurants and exclusive privileges, and offer an unforgettable experience

List the three main roles a hotel concierge will cover when they begin their employment

Receptionist, porter, front of house assistant

Manager, supervisor, bellman

Receptionist, manager, porter

Assistant, porter, bellman

How should a concierge male or female dress?

Explain any emergency procedures, discuss upcoming events and activities in the region, escort guests and their luggage to their room

Greet guests pleasantly, address guests by their last name, confirm check-out details with guest, register guest with the hotel, request assistance with their luggage

Professional business attire, no heavy makeup or jewellery, comfortable shoes, neutral clothing, clean, washed, and ironed clothing, hair neatly tied back

Carrying heavy loads, spending hours helping a guest for them to change their minds, being patient with unhappy customers working long hours few breaks lack of time for self or family

What might a concierge be asked to advise a guest on arrival?

Explain any emergency procedures, discuss upcoming events and activities in the region, escort guests and their luggage to their room

Treat everyone as equal, build relationships with guests and hotel staff, keep confidence

What kind of body language should a concierge display?

Neutral, open, approachable

Natural, closed, appreciative

Neutral, open, appropriate

Natural, closed, approachable

Why is cultural understanding important for a concierge?

To always offer exemplary customer service to guests

It is the ability to understand and interact with people from other cultures. It assists in building relationships with people from other cultures, reducing the risk of misunderstandings

It is the customary code and behavior that should be observed in the workplace

To ensure that mistakes are not made by misunderstanding guests

Explain what is meant by etiquette?

It is the ability to understand and interact with people from other cultures. It assists in building relationships with people from other cultures, reducing the risk of misunderstandings

It is treating everyone as equal, build relationships with guests and hotel staff, keep confidence

It is the customary code and behavior that should be observed in the workplace

It is offering a fast response to customer requests, engaging, personalizing to individual requests, Effortless, answering questions and issues before they become a bigger problem

What is expected of a door porter when a guest arrives?

Explain any emergency procedures, discuss upcoming events and activities in the region, escort guests and their luggage to their room

Stay connected, save time, give personal attention, offer unique access to events and restaurants and exclusive privileges, and offer an unforgettable experience

What does having 'cultural competence' mean and why is it important?

It is the ability to understand and interact with people from other cultures. It assists in building relationships with people from other cultures, reducing the risk of misunderstandings

It is treating everyone as equal, build relationships with guests and hotel staff, keep confidence

It is the customary code and behavior that should be observed in the workplace

It is offering a fast response to customer requests, engaging, personalizing to individual requests, Effortless, answering questions and issues before they become a bigger problem

What should a concierge understand by 'cultural etiquette'?

It is treating everyone as equal, build relationships with guests and hotel staff, keep confidence

It is the customary code and behavior that should be observed in the workplace

It is the ability to understand and interact with people from other cultures. It assists in building relationships with people from other cultures, reducing the risk of misunderstandings

It is the code of behavior that rule different cultures - what is acceptable and what is not acceptable in that society

What is the ultimate goal of the concierge?

To stay connected, save time, give personal attention, offer unique access to events and restaurants and exclusive privileges, and offer an unforgettable experience

To always offer exemplary customer service to guests

To ensure that mistakes are not made by misunderstanding guests

To offer assistance in opening the car door, welcome the guest to your hotel, obtain the guest's name, hold the door open for the guest, show positivity and enthusiasm, offer assistance with luggage, take the guest to the desk for checking in

Name three expected ways to behave as a concierge?

Treat everyone different, build relationships with guests and hotel staff, keep confidence

Treat everyone as equal, never build relationships with guests and hotel staff, keep confidence

Treat everyone as equal, build relationships with guests and hotel staff, keep confidence

Treat everyone as equal, build relationships with guests and hotel staff, keep low confidence

Give three examples of unusual requests a concierge might be asked to undertake?

Explain any emergency procedures, discuss upcoming events and activities in the region, escort guests and their luggage to their room

Greet guests pleasantly, address guests by their last name, confirm check-out details with guest, register guest with the hotel, request assistance with their luggage

Stay connected, save time, give personal attention, offer unique access to events and restaurants and exclusive privileges, and offer an unforgettable experience

Give four examples of key skills required by a concierge?

Stay connected, save time, give personal attention, offer unique access to events and restaurants and exclusive privileges, and offer an unforgettable experience

Customer service skills, management skills, computer skills, social skills, front desk skills

Good organizational ability, good sense of humor, enthusiasm, friendly and caring, outgoing, works well in a team, shows initiative. Ideally to speak a second language

Excellent communication skills, excellent organizational skills, networking skills and knowledge of local areas, posi attitude, problem solving, time management skills, decision-making skills, confidence in handling situations

What are the personality traits required by a concierge to be successful?

Consistently achieve high standards, knowledge of the dress code, policies for using mobile phones, and social media show respect, attention to detail, uphold the working practices of the establishment

Good organizational ability, good sense of humor, enthusiasm, friendly and caring, outgoing, works well in a team, shows initiative. Ideally to speak a second language

Be competent, be conscientious, have integrity, show respect, show emotional intelligence, show knowledge, be appropriate, have confidence

Customer service skills, management skills, computer skills, social skills, front desk skills

What are the main aims of a concierge?

To save time, resources, effort, and energy

To treat everyone as equal, build relationships with guests and hotel staff, keep confidence

To ensure that mistakes are not made by misunderstanding guests

To stay connected, save time, give personal attention, offer unique access to events and restaurants and exclusive privileges, and offer an unforgettable experience

Explain the history of the concierge and the origins of its name?

The role of concierge has been around since the Middle Ages 1940, and the name is derived from the French term conservus'. The early concierge would find food and accommodation for their masters, and later were given the keys to the castle. It started in France, Paris.

The role of concierge has been around since the Middle Ages 1990, and the name is derived from the Latin term conservus'. The early concierge would find food and accommodation for their masters, and later were given the keys to the castle. It started in Moscow, Russia.

The role of concierge has been around since the Middle Ages 1920, and the name is derived from the Latin term conservus'. The early concierge would find food and accommodation for their masters, and later were given the keys to the castle. It started in France, Paris.

The role of concierge has been around since the Middle Ages 1910, and the name is derived from the Latin term conservus'. The early concierge would find food and accommodation for their masters, and later were given the keys to the castle. It started in France, Paris.

Name three of the five names a concierge is known by?

Hotel concierge, chief concierge, lobby concierge, guest services agent, Guest Services Supervisor

Lounge concierge, chef concierge, lobby concierge, guest services agent, Guest Relation Supervisor

Hotel manager, chef concierge, lobby concierge, guest services agent, Gifts Services Manager

Hotel bellman, chief concierge, lobby manager, guest services agent, Guest Services Supervisor

Name three different roles a hotel concierge might be asked to undertake?

Greet guests on arrival, arrange transport for guests, make reservations for a show or restaurant, provide information on the local area, conduct administrative tasks for the hotel, ensure the hotel lobby is kept clean and tidy, liaise between guests and other hotel departments.

To treat everyone as equal, build relationships with guests and hotel staff, keep confidence

Stay connected, save time, give personal attention, offer unique access to events and restaurants and exclusive privileges, and offer an unforgettable experience

To always offer exemplary customer service to guests

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