3.1
What are the 5 basic needs in Maslow's Hierarchy of Needs?
Physiological, Safety, Love and Belonging, Esteem, and Self-Actualization
Which stage is the stage where guests make reservations?
Pre-Arrival
What is the ability for a front line employee to make decisions for the guests, with support from management?
Empowerment
"As if"
Clueless
Got interrupted at the Grammys
Taylor swift
What method involves groups, surveys, and interviews?
Primary research
Which stage is known as the ribbon on a gift?
Departure
What are the acronyms used by companies that help employees remember the steps in the service recovery process?
HEARD, LEARN, GUEST
"Mama always said life was like a bunch of chocolates. You never know what you're gonna get".
Forest Gump
This person has been in 69 movies, 23 documentaries, and 4 documentaries, for a total of 96
Adam Sandler
What are the 5 components to emotional intelligence?
Self-awareness, Self-regulation, Social skills, Empathy, and Motivation
What refers to meeting or exceeding guest expectations?
Guest service
What delivers food and other items to guests instead of having a guest come down or an employee bringing something up?
Robot
“Gretchen, stop trying to make fetch happen. It’s not going to happen!”
Mean Girls
Who's real name is Alecia Beth Moore.
Pink
What includes industry standards, published reports, and standards of competitors?
Secondary research
Which stage is when guests begin to evaluate their hands-on experience?
Arrival
What is the process of correcting errors in a guest service experience?
Service recovery
“They may take our lives, but they will never take... our FREEDOM!”
Braveheart
Who starred in I am ledgend
Will smith
What are people with emotional intelligence typically called?
"People person"
What stage encourages reviews and solicit feedback?
Post-Departure
Everyone serves someone. Everyone has a customer. What is the traditional customer known as?
External customer
“You’ve got to ask yourself one question: ‘Do I feel lucky?’ Well, do ya punk?"
Dirty Harry
What NBA player has won 6 titles?
Micheal Jordan