Guest Services Solution

For highly customer service focused positions with few to no sales components.

SKU: 896 Categories: ,

Description

The Guest Services Solution is for entry to mid-level customer service positions in the hospitality industry. The solution is for highly customer service focused positions with few to no sales components. Sample tasks may include: providing information on entertainment, dining, and transportation to guests, making dining recommendations to guests, arranging transportation for guests, and making reservations. Potential job titles that use this solution are: Concierge, Guest Services Agent, Club Concierge, Hotel Concierge, and Front Office Manager.

One Sitting

Job Levels: Entry Level
Job Family/Title: Hospitality Suite
Localizations Available: US English
Max Number of Questions: 195 items (155 items on average)
Approximate Completion Time: 48 minutes
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Multiple choice, Multiple choice – adaptive, Forced choice – adaptive

Two Sitting

Job Levels: Entry Level
Job Family/Title: Hospitality Suite
Localizations Available: US English

Max Number of Questions:
• Screening: 155 items (83 items on average)
• Selection: 160 items (122 items on average)

Approximate Completion Time:
• Screening: 34 minutes
• Selection: 44 minutes

Number of Sittings: Two

Designed for Unproctored Environment:
• Screening: Yes
• Selection: No

Question Format: Multiple choice, Forced choice – adaptive

 
Knowledge, Skills, Abilities and Competencies Measured

Verbal Ability: This assessment measures the ability to extract relevant information from written sources and make objective judgments on the basis of that information, logically complete sentences, and understand relationships between words. It provides an indication of how an individual will perform when working with reports, correspondence, instructions, and research information. Verbal ability is commonly required to support work judgment and decision making in many different types of jobs at all levels. Because this test utilizes computer adaptive technology, it is suitable for unproctored use.

Achievement: This component measures the tendency to set and accomplish challenging goals, while persisting in the face of significant obstacles. This trait is characterized by: working hard; taking satisfaction and pride in producing high quality work; and being competitive.

Composure: This component measures the tendency of one’s ability to think clearly and objectively during times of stress or intense pressure. This trait is often described as “grace under fire” and is further characterized by operating under a positive outlook despite criticism, worries, and guilt.

Confidence and Optimism: This component measures the tendency to have belief in one’s own ability to get the job done. This trait supports optimism in the face of rejection and a feeling of being successful and competent in a variety of areas.

Reliability: This component measures the tendency of a person’s responsibility for his/her own actions and a commitment to performing assigned tasks. This trait is characterized by: reliability; proactive involvement in work; and a dedication to complete even the most mundane tasks.

Independence: This component measures the tendency of a person’s willingness to take action and to make decisions independently. This trait is revealed in: working effectively without immediate supervision; not being overly dependent on help from others; and being resourceful in the face of challenges.

Influence: This component measures the tendency of a person’s effectiveness in directing and influencing others. This trait is characterized by: persuading and negotiating effectively with others; influencing others’ decision-making; and coordinating others’ efforts to accomplish work.

Customer Focus: This is a measure of the tendency to show persistent enthusiasm when interacting with customers. This trait is characterized by: apologizing sincerely for inconveniences; being patient; tolerating rude customers calmly; and searching for information or products for customers. Service

Professionalism: This is a measure of the tendency to have potential for success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.

Two Sitting

Screening (Unproctored)

Verbal Ability: This assessment measures the ability to extract relevant information from written sources and make objective judgments on the basis of that information, logically complete sentences, and understand relationships between words. It provides an indication of how an individual will perform when working with reports, correspondence, instructions, and research information. Verbal ability is commonly required to support work judgment and decision making in many different types of jobs at all levels. Because this test utilizes computer adaptive technology, it is suitable for unproctored use.

Achievement: This component measures the tendency to set and accomplish challenging goals, while persisting in the face of significant obstacles. This trait is characterized by: working hard; taking satisfaction and pride in producing high quality work; and being competitive.

Composure: This component measures the tendency of one’s ability to think clearly and objectively during times of stress or intense pressure. This trait is often described as “grace under fire” and is further characterized by operating under a positive outlook despite criticism, worries, and guilt.

Independence: This component measures the tendency of a person’s willingness to take action and to make decisions independently. This trait is revealed in: working effectively without immediate supervision; not being overly dependent on help from others; and being resourceful in the face of challenges.

Influence: This component measures the tendency of a person’s effectiveness in directing and influencing others. This trait is characterized by: persuading and negotiating effectively with others; influencing others’ decision-making; and coordinating others’ efforts to accomplish work.

Selection (Proctored)

Verbal Ability: This component is a second measurement of verbal ability. We utilize computer adaptive technology to administer a short, single assessment in a proctored setting that can confirm a candidate’s score when the initial test administration was given in an unproctored environment.

Confidence and Optimism: This component measures the tendency to have belief in one’s own ability to get the job done. This trait supports optimism in the face of rejection and a feeling of being successful and competent in a variety of areas.

Reliability: This component measures the tendency of a person’s responsibility for his/her own actions and a commitment to performing assigned tasks. This trait is characterized by: reliability; proactive involvement in work; and a dedication to complete even the most mundane tasks. Service

Professionalism: This is a measure of the tendency to have potential for success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.

Data Entry Skills: This is a measure of speed and accuracy when typing presented data into fields on a computer form. Specific skills that are measured include data entry speed, data entry accuracy, and error recognition. This component is included in the score report but is not rolled into the overall score.

Customer Focus: This is a measure of the tendency to show persistent enthusiasm when interacting with customers. This trait is characterized by: apologizing sincerely for inconveniences; being patient; tolerating rude customers calmly; and searching for information or products for customers.

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