3.1
Who created Maslow's Hierarchy of needs
Abraham Maslow
What is pre arrival
stage when guest make reservation, plans, and decisions.
External customer is a..
traditional customer
Define Reputation management
something subjective in the eyes of the guest. It's doing what you can to maintain a good rep for guest
What does LEARN mean in service recover model
Listen
Empathize
Acknowledge
React
Notify
what is the first of Maslows Hierachy of needs
Physiological
when guest begin to evaluate their hands-on experience
Arrival
a internal customers are..
colleagues or other departments within organization
what are the 3 branches in business of satisfaction
profit
guest satisfaction
employee satisfaction
what hotel is considered a model of commitment to guest service recovery and employee empowerment
Ritz Carlton
What comes at end of Maslows Hierarchy of needs
self actualization
what rare occasions can you ask a guest to leave
if guest is threatening, violates local laws, causing major disturbance.
Ability to Front line a employee and make decisions on behalf of the guest
Empowerment
Common way for hospitality and organization to assess performance and guest satisfaction
Surveys
What are ways to enhance customization
Customer relationship management systems, loyalty cards, tracing systems, lighting, temps, personal needs.
what need comes before self actualization
esteem
stage when its all about relationship management
Post Departure
Define service recovery
Process of correcting errors in a guest service experience
what 3 things should I do when responding to negative guest feedback
ensure accuracy
collect facts
take the rest of the discussion odd-line or away from Public view
What does GUEST mean in service recovery model
Greet
Understand
Empathize
Suggest
Track
What need comes before love and belonging
safety
cycle where action happens. Working and following all guest procedures
Occupancy
what does HEARD stand for in service recovery model examples
Hear
Empathize
Apologize
Resolve
Diagnose
influencers
What is automation such a guest self-check-in enabling deduction in employees and labor cost
Cost reduction