Bently's Jeopardy

3.1

100

What are the five Hierarchy of Needs as Applied to Hospitality Guests?

Self-Actualization, Esteem, Love & Belonging, Safety, Physiological

200

What is the first step to ensuring guest satisfaction?

Identifying guests' needs

300

What research is research that is conducted by someone else?

Secondary Research

400

What research method may include focus groups, serveys, and interviews?

Primary Research

500

What research methods can you use to identify guests' needs?

Primary and Secondary Research

3.2

100

What is the Arrival stage?

When guests' begin to evaluate their hands-on experience.

200

What is Pre-Arrival stage?

When a guest makes reservations, plans, and decisions. 

300

What is the Post-Departure stage?

Relationship management, be super positive to guests' so they will want to come back and share their great experience with others.

400

What year did Daniel Goleman write "Emotional Intelligence"

1995

500

What are the five basic Components to emotional intelligence?

Self-awareness, Self-regulation, Social skills, Empathy, Motivation.

3.3

100

What is Empowerment?

The ability for a front line employee to make decisions on behalf of the guest, with support from the management.

200

What is the process of correcting errors in a guest service experience?

Service Recovery.

300

What is another way of saying "fixing the problem" when a employee comes to the aid of a guest?

"Hero Moment"

400

Some companies use service Recovery acronyms, what do they say G.U.E.S.T stands for?

Greet

Understand, listen, repeat

Empthaize, apologize

Suggest, solve

Track, record, document

500

Management must trust that employees are acting in the best interest of the organization and support their decisions. Why?

Because this can result in improved guest satisfaction without costing the organization a lot of money.

Segments of Hospitality

100

What are the four segments of Hospitality?

Food and Beverage, Lodging, Travel and Tourism, and Recreation.

200

What is the Travel and Tourism industry?

Can be business travel, airline industry, hotels, bed and breakfast etc.

300

What segment of Hospitality includes accommodations like bed and breakfasts, hotels, and vacation rentals?

Lodging

400

What segment includes restaurants, bars, catering, cafeterias?

Food and Beverage

500

What are 3 examples of Recreation Industry?

Entertainment: Movies,Theater,Concerts

Attractions:Natural scenery,museums,zoos

Spectator sports:Watching football,basketball games

Disney

100

Which Disney movie features the song "Let it Go?"

Frozen

200

Who was the first voice of Mickey Mouse?

Walt Disney

300

What year did Disney Land open?

1955

400

What poisonous fruit did Snow White eat?

Apple

500

What are the names of Cinderella's stepsisters?

Anastasia and Drizella.