LQA Standards / BEHAVIOURAL STANDARDS

A professional looking hospitality employee engaging with a guest in a warm and friendly environment, showcasing grooming standards and proper behavior.

Grooming and Engagement Standards Quiz

Test your knowledge on essential grooming and behavioral standards in hospitality! This quiz is designed for employees in the industry to ensure they provide the best possible service to guests.

Learn about grooming requirements
Understand proper guest engagement techniques
Assess your knowledge of service protocols

12 Questions3 MinutesCreated by CaringGuide257

How employee should engage with guests?

Well-paced and natural manner

Jargon manner

Friendly and interested manner

Obsessive and hasty manner

If Guest asking regarding restaurant operation hours, I will.....

Tell him a random number just do not take too much time

Send him to Front Office Team

Inform the guest that will get back to him and give a handover to SPA receptionist

Will provide information only if you are confident

You have a treatment with Mr. Smith who mentioned that he has some back pain

I will do treatment as normal

I will suggest him to take a complex of another treatment which will help him on future

I will switch this treatment with my colleagues, because I do not want to make his condition worth

I will make an esoteric rite

Mr. North would like to do a Cryotherapy, but because of Medical reason he is not allowed. I will....

Suggest him to swim at the Ocean to get similar effect

Will check with the Doctor and find alternative treatments which will suit him

Recommend to come back and next stay take Crytherapy, when his health will be better

You have a Family with Grand parents, parents and few teenagers who want to make some appointments

Will suggest to take a Detox Body massage for all of them

Will ask each of them regarding what they are looking for and give a personalized recommendations

Will informed that unfortunately as per our policy teenagers under 16 y.o are not allowed to do treatments

There are many people at reception and receptionists are busy with another guest. You can see one couple who looks lost, you will act....

Will go to Staff Only, cos my next appointment will be in one hour

Will greet the guests and offer them to take a seat / some tea or water and informed that receptionist will come soon

Will not look at them and hope that they will not come to me

Will wait for my guests, because its receptionist responsibilities to do arrival for our guests

During conversation to the guests we have to actively listen, avoid interrupting and give the guest their undivided attention

True

False

You have an appointment in 3 minutes guests are waiting for you, but now you are occupied and have a conversation with another guests. Suddenly close to you small kid somehow cut his finger and it is bleeding. Your action...

Will cut conversation and start my appointment

Apologies to the guest and ask them to come to receptionist to complete the conversation, will pay attention to the kid and provide first aid, after that start treatment

Apologies to the guest and ask them to come to receptionist to complete and make a reservation there , will pay attention to the kid and ask my colleagues to provide first aid, and after that start treatment

At the end of the treatment you have to....

Offer a sincere farewell

Ask Is there anything how may I assist?

Leave guest as soon as you can

Say bye and offer to have a dinner together

LQA Standards / BEHAVIOURAL STANDARDS

Grooming and Engagement Standards Quiz

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