3.1
3.2
3.3
3.4
3.4
100

self awareness definition

the ability to know your emotions, strengths, and weaknesses. 

100

what is pre arrival 

when guests make reservations plans and decisions

100

what is 3.3 about?

employees role in guest service

100

True or False? a good reputation is earned through hardwork.

True

100

what is yelp good for?

good reviews

200

what is one way to improve emotional intelligence? 

read about it

research techniques

watch others who have strong emotional intelligence 

200

Can you ask the guest to leave?

Yes, only in certain circumstances though

200

what is service recovery?

the process of recovering errors 

200

is it possible for employees to share responsibilities?

yes it is if there is not enough workers

200

people who are on social media and have large following count are called what?

influencers

300

What are the 5 main guest needs?

psychological, safety, love and belonging, esteem, self actualization 

300

what was the robot's name that helped people with questions under the section "welcoming guests"

Chatbot

300

Name one example of service recovery 

- listening to the guest issues

- fixing the issue

- adding something extra - "atonement" 

-recording the incident down

300

what is reputation management?

a process of managing a person's, company's, or brand's online narrative

300

is reaction or proactive approach better?

proactive

400
what is the difference between primary and secondary research?

primary is based on raw data, research that other people conducted for a different project, product, or purpose.

400

what were the ways you can deliver experiences through the use of technology?

efficiency and automation 

400

when does empowerment happen?

it happens with trust, training, and support. 

400

what did emotional intelligence include?

self-awareness, self-regulation, social skills, empathy, motivation

400
what was the 3 legged stool

profit, guest satisfaction, employee satisfaction

500

when was the term emotional intelligence coined

in 1964, then gained popularity in 1995.

500

when they mentioned robots in the hospitality industry, what did the robots help with?

The robots helped with

-delivering food/items

- helping guests with questions. 

500

what is the difference between external vs internal customers?

external is a regular and traditional customer, internal customers are colleagues of the department.

500

when responding to bad feedback what do you do?

ensure accuracy 

collect facts

take the rest of discussion off-line or away from the public view 

500

what is the goal of service recovery?

provide quality experience 
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