AHLEI CGSP flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

Moment of truth

Any single interaction point where a guest forms a judgment about the property, such as a phone greeting, check-in, or departure. These points recur and can be designed and coached.

Service recovery paradox

The finding that a guest whose problem is handled well can end up more loyal than a guest who never had a problem. Poor handling compounds the original failure.

Anticipation standard

Acting on a guest need before the guest voices it, such as offering directions before they ask. It is distinct from recovery, which fixes an existing problem.

Personalization standard

Using the guest's name and referencing known preferences to tailor service. A generic friendly greeting does not meet this standard because it is not guest-specific.

Active listening sequence

Give full attention, paraphrase the content, then confirm the need before proposing a solution. Skipping confirmation is the most common cause of offering the wrong fix.

Paraphrasing versus reflecting

Paraphrasing restates content ('You need a 6 a.m. call'); reflecting names feeling ('You sound frustrated'). Use both when a guest is upset to show understanding.

Warm handoff

Transferring a guest to another employee while staying accountable, introducing the guest and the issue, and confirming the new owner understands. The opposite of a cold transfer.

Empowerment authority limit

A defined boundary, often a dollar amount, within which an employee may resolve a complaint or comp something without approval. Limits keep outcomes consistent across guests.

Service standards

Property-specific written expectations for employee behavior at guest contact points. They are built on general service principles and must be observable to be coached.

Observable standard test

A standard qualifies only if you can see or hear the behavior it describes. Standards that cannot be observed cannot be trained, measured, or fairly evaluated.

Complaint documentation fields

Record date, room or outlet, the issue, the action taken, compensation given, and follow-up outcome. Consistent fields let the property spot recurring failure patterns.

Escalation triggers

Escalate when the fix exceeds your authority, the guest asks for a manager, or the issue involves safety, security, or legal exposure. Otherwise solve at the lowest authorized level.

Apology versus liability

Apologizing acknowledges the guest's experience and impact, not fault or legal responsibility. Employees can and should apologize even when the property did nothing wrong.

Follow-up timeframe

A stated commitment to check back, commonly same day or before checkout, with the outcome recorded. A recovery without follow-up is treated as unresolved.

Proportionate compensation

A remedy sized to the actual impact and within policy. Exceeding policy without approval creates precedent and unfairness relative to other guests.

Seven Guest Service Gold principles

Recovery, personalization, anticipation, communication, professionalism, knowledge, and passion. Each names a behavior standard rather than a personality trait.

Knowledge standard

Knowing property hours, outlets, directions, and policies well enough to answer without deferring. Deferring is acceptable only when information is genuinely outside the role.

Coaching passion

Passion shows up as observable tone, pace, and follow-through, so it can be coached and measured. It is not treated as an unchangeable innate trait.

Hold etiquette

Ask permission before placing a guest on hold, wait for the answer, and check back periodically. Silent holds are read as disconnection or indifference.

Read-back technique

Repeat a guest's request or message verbatim before acting. Repetition converts a verbal request into a verifiable commitment and catches mishearing early.

Plain language rule

Avoid internal jargon, department codes, and abbreviations when speaking with guests. If the guest must ask what a term means, the communication has failed.

Telephone answer standard

Answer within the property's stated ring count, give the property name and your own, and offer help. Consistency here sets the guest's expectation for the whole stay.

Cultural address norms

Use the name and title the guest offers, avoid assumptions about nationality, and slow speech rather than raising volume for a non-native speaker.

Transparent escalation language

Tell the guest what will happen next and who will do it, not merely that someone will look into it. Specific next steps reduce repeat complaints.

Recovery sequence

Listen, empathize, apologize, take ownership, act, follow up, and document. Each step is observable, so recovery quality can be audited rather than assumed.

Three culture levers

What leaders measure, what leaders reward, and what leaders model. Inconsistency among the three erodes a service culture faster than any single policy gap.

Behavior-specific recognition

Recognition tied to a named demonstrated behavior rather than general attitude, so the employee and peers know exactly what to repeat.

Leading service indicators

Metrics reviewed frequently, such as complaint rates and recovery follow-up completion, that predict future satisfaction. Quarterly-only review turns them into lagging indicators.

Onboarding service gate

New hires should learn the property's service standards and recovery authority before working alone with guests. Knowledge gaps at first contact create avoidable complaints.

Closing the complaint loop

Leaders share the resolution and reasoning back to employees after a guest complaint, so staff learn what worked and apply it to the next case.

Service culture audit

A comparison of stated service standards against observed behavior at moments of truth. The gaps found become the property's training agenda.

Service recovery ownership

The employee who receives a complaint stays accountable for resolution or a warm handoff. A cold transfer to another department breaks accountability.