Guest Needs
Name the bottom needs in Maslows Hierarchy of needs
TEST QUESTION:
guests come motivated to hospitality & tourism businesses to meet these two needs
Name one stage of the Guest Experience Cycle
pre-arrival, arrival, occupancy, departure, and post-departure
C
The process of managing the ways in which customers view a person or an organization
reputation management
A position either paid or unpaid, that allows students to earn school credit while gaining experience and skills
Internship
What does Maslow’s Hierarchy of Needs explain?
a.The need for respect and love.
b. The needs and motivations of people
c.The desire for people to be accepted
d.The foundation of one’s desire to be loved
B
A husband is attempting to make a reservation at Lucerne’s Trattoria for his anniversary. The hostess keeps putting him on hold and when he finally makes the reservation, she cuts him off before he can request that a bottle of champagne be at the table when he and his wife arrive. He is unhappy before the evening even starts. A problem has developed during which stage of the guest experience cycle?
Pre-Arrival
The ability for a front-line employee to make decisions on behalf of the guest, with support from the management. what is this?
Empowerment
People with large audience who trust what they say. Their evaluation of a business or product can contribute to the success of an operation
Influencers
there are 4 sectors to hospitality....Accommodations, Food and Beverage, Transportation, _______
Attractions
Self-awareness
self-regulation
social skills
empathy
motivation
As a couple checks out of the Hotel Meriden, the front desk agent asks them if their stay was satisfactory and if they need transportation. The agent thanks them by name and says that she hopes to see them on their next trip into Tulsa. This is an example of effective interaction during which stage of the guest experience cycle?
Departure
An employee works behind the scenes at The Yellow Brick Road theme park, providing support for the concessions. During his annual review, his manager notes that he needs to focus more on his team and on guest service. The employee complains that he doesn’t deal directly with guests and so this shouldn’t matter. He is forgetting about
A. external customers.
B. internal customers.
B
Remember the 3 legged stool and how it represented the overall business of satisfaction. Without one of the stools the business would not succeed. Describe at least one of the legs
Profit, Guest satisfaction, employee satisfaction
Name one type pf nonverbal communication
posture, gestures, facial expressions, tone of voice, eye contact, body language
D
Interactions between a guest and the service provider that can leave a lasting positive or negative impression on the guest is called what?
Moments of truth
Someone who pays for services and who is not directly connected to the operation
External Customer
There are some best practices when responding to an online review. Name at least 2
THank them for their comments
Maintain professionalism
Give them the benefit of the doubt
be quick to respond
ensure accuracy
collect facts
a method of connecting with several people to build relationships that may result in career advancement and knowledge or career enhancements is called
Networking
D
Problems can arise in any business. Some problems are small; others are major. What tool can help a company determine which issue to prioritize?
Cost of error
A guest is upset and complaining to you? Name one example of service recovery model you would follow
HEARD, LEARN, GUEST, LEAP
There are many different tools the hospitality industry uses to measure guest satisfaction. Name one
Guest Satisfaction Surveys
organizations to which members pay dues or a fee for access to tools, resources, partnerships, networking, discounts, and educational are called:
Professional Associations