3.1
Who created Maslow's Hierarchy of Needs?
Abraham Maslow
What can the Guest Experience Cycle help businesses with?
It helps employees and staff better communicate with guests
What is a traditional customer?
An external customer
What planet are the Cybertronians from?
Cybertron
What are the 5 Guest Needs?
The needs are: Physiological, Safety, Love and Belonging, Esteem, and Self-Actualization
What are the 5 parts of the Guest Experience Cycle?
Pre-Arrival, Arrival, Occupancy, Departure, and Post-Departure
What does "Heard" stand for in Service Recovery?
Hear, Empathize, Apologize, Resolve, and Diagnose
What makes up the 3 legged stool of the Business of Satisfaction?
Profit, Guest Satisfaction, and Employee Satisfaction
What does Optimus Prime have in his chest?
The Matrix of Leadership
Identifying Guest Needs involves...
What is the stage where the guest occupies a room at a hotel?
Occupancy
What is the process of correcting errors in guest service?
Service recovery
What is the most common way businesses can assess their performances?
Guest Survey
Who is Optimus Prime's sidekick
Bumblebee
What is Emotional Intelligence?
The ability to understand people
Which stage is the stage which guests make arrangements to stay at a hotel?
Pre-Arrival
Colleagues or other departments within an organization are...
Internal customers
What is a big thing that can impact businesses?
Influencers
Who is the voice actor of Optimus Prime?
Peter Cullen
What are the 5 parts of Emotional Intelligence?
They are: Empathy, Self-Awareness, Social Skills, Motivation, and Self-Regulation
When can you ask a guest to leave?
When they are: Threatening staff or guests, causing major disturbance, or violating a local, state, or federal rule.
What does Guest stand for in Service recovery?
Greet, Understand, Empathize, Suggest, and Track
Which company published the most Transformers comics?
IDW