Customer Service Excellence Flashcards
7 cards from real CHP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Service Excellence flashcards as text
A guest leaves a low rating on a post-stay survey citing 'dirty bathroom.' As a housekeeping supervisor, your FIRST step should be to:
Answer: Review the room's cleaning checklist and speak with the assigned attendant
Investigating the specific incident with documentation and the responsible attendant enables targeted corrective action.
Which of the following BEST describes 'service recovery'?
Answer: The process of restoring guest satisfaction after a service failure
Service recovery encompasses all steps taken to rebuild trust and satisfaction following any service failure.
A non-English-speaking guest is trying to communicate a room issue. The housekeeper should:
Answer: Use gestures, simple words, a translation app, or a bilingual colleague to understand the need
Creative communication tools and bilingual colleagues help bridge language barriers to meet guest needs.
Maintaining consistent eye contact and nodding while a guest speaks primarily demonstrates:
Answer: Active listening and attentiveness
Active listening cues like eye contact and nodding signal that the staff member is fully engaged with the guest's concern.
A guest reports a found item in their room that appears to belong to a previous guest. The housekeeper should:
Answer: Log the item in the lost-and-found system and submit it to the appropriate department
All found items must be logged and handled through the official lost-and-found process regardless of perceived value.
When a guest praises a housekeeper's work, the MOST professional response is to:
Answer: Thank the guest genuinely and mention it will be shared with the team
Gracious acknowledgment of positive feedback reinforces guest connection and team morale.
Which approach BEST prevents guest complaints before they occur?
Answer: Anticipating guest needs and addressing potential issues during the service process
Proactive service — identifying and resolving issues before the guest notices — is the gold standard for customer satisfaction.