Which two concepts complete the sentence 'Staff makes ______ and keeps ______ on guest'?

Which two concepts complete the sentence 'Staff makes ______ and keeps ______ on guest'?

• A. Recommendations, notes
• B. Eye contact, focus
• C. Small talk, distance
• D. Requests, compliance

Answer: (B)

In strong guest service, attentiveness is shown through visible engagement with the guest. Making eye contact signals that you’re present and listening, inviting the guest to share needs and feel acknowledged. Keeping focus on the guest means staying attentive to their cues and requests, avoiding distractions, and prioritizing their experience over other tasks. This combination best conveys proactive, guest-centered service—you acknowledge the guest and remain tuned in to what they need. Other pairings miss that direct demonstration of engagement: internal notes or recommendations aren’t about the guest in the moment; small talk paired with distance suggests mixed signals about closeness and attentiveness; and focusing on requests and compliance emphasizes following orders rather than actively attending to the guest’s experience.

In strong guest service, attentiveness is shown through visible engagement with the guest. Making eye contact signals that you’re present and listening, inviting the guest to share needs and feel acknowledged. Keeping focus on the guest means staying attentive to their cues and requests, avoiding distractions, and prioritizing their experience over other tasks. This combination best conveys proactive, guest-centered service—you acknowledge the guest and remain tuned in to what they need. Other pairings miss that direct demonstration of engagement: internal notes or recommendations aren’t about the guest in the moment; small talk paired with distance suggests mixed signals about closeness and attentiveness; and focusing on requests and compliance emphasizes following orders rather than actively attending to the guest’s experience.