3.1
who created Maslow's hierarchy of needs?
Andrew Maslow
what makes for excellent guest service?
it all depends on personal bias
what is an external customer?
are individuals who are not part of your organization such as customers, partners, suppliers, vendors, clients, or other third parties.
what are the three things of the business of satisfaction?
profit
guest satisfaction
staff satisfaction
what is reputation management?
a process of managing a person's, company's, or brand's online narrative
what is the third step of the hierarchy?
what is a moment of truth?
a mindset used to understand and evaluate any guest service encounter
what is an internal customer?
individuals within the organization who are customers for projects that meet the needs of internal demands.
What are good resources for establishments to see guest satisfaction
via surveys
how are surveys sent?
through their email
what is an a primary research?
methods conducted by you or your team for your particular operation.
how can you "wow" a guest?
make the guests feel special and WANT to return
what is empowerment?
empowerment is the ability for a front line employee to make decisions on behalf of the guest, with support of management.
where do guests get this survey?
after their hotel stays
how else can operations know about guests opinions?
social media
how many pillars are there in the emotional intellegence category?
5
what is cost reduction and how is it in effect?
When guests complete duties by themselves (online) so the cost and work of employees is lowered
how is empowerment made? (conditions)
empowerment only happens with trust , training and support
how are influencers good for establishments?
Their big fan base is a good platform to get alot of people to see and hard about any establishment
how should operations approach bad reviews or conflicts?
proactive rather than reactive
what is the ability to regulate your responses towards others to achieve a favorable result?
self-regulation
what is the correct chain of the guest experience cycle?
what is HEARD?
H-hear
E-empathize
A-apologize
R-resolve
D-diagnose
how do you respond to negative feedback?
ensure efficiently
collect facts
take a rest of the conflict
what is the biggest modo in hospitality?
the customer is always right