3.1
How many levels on the Maslow hierchy chart?
5
How many stages of guest expirence cycle?
5
Whats a traditional customer?
external customer
Every operation has a....
reputation
how many steps to respond to guest feedback?
3
What level is friends,family, and belonging?
Love and belonging
When do reservations take place?
Pre arrival
Each employee can spend up to...
2000
How many stools of business satisfaction?
3
showing that you care to respond is important to....
guest feedback
Who created the Maslow hierchy of needs?
Abraham Maslow
When does the hands on expirence start?
Arrival
Service recovery corrects what?
errors in guest service expirence
Guest satisfaction impacts...
profitablity
Thank the guests for the...
comments theyve shared
How many compnents to Emotional intelligence?
5
What is the ribbon on the gift?
Departure
Every employee acts as what department?
Customer service
Guest satisfaction..... are very common
surveys
Encourage guests to...
rate you online
People with emotional intelligence tend to....
EXCEL
What is effiency?
Information is delivered faster.
Every employee has more than...hours of training
100 hours
Social media has impacted communication between......
Brands and customers
Note the cost of....
error