3.1
what is the shape of Maslow's Hierarchy
triagle
what is the 5 stage cycle that guests go through
the guest experience cycle
what is service recovery
the process of correcting errors in a guest service experience
what is reputation managment
is subject in the eyes of the guest
what movie is based of a girl with magical hair
tangled
what is the definition of safety used in Maslow's Hierarchy triangle
things, such as health, security, and adequate finances
what is the firse stage in the guest experience cycle
pre arrival stage
what is an internal customer
a customer is colleagues or other department within the organization
what are influencers
certain people with social media accounts the have large numbers of followers
what movie is based on a ship that sank from hitting an ice burg
titanic
what is the meaning of physiological used in Maslow's Hierarchy triangle
The essential needs in life, like food water, clothing, and shelter
what is the seccond stage in the guest experience cycle
arrival
what is an external costumer
back of the house workers
what is the business of satisfaction
making sure the guests are satisfied in and with there experiences
what is the movies that is about a car who is really fast and good at racing
cars
what is the example of esteem in Maslow's Hierarchy
receiving an upgraded experience
what is the third stage in the guest experience cycle
occupancy
what is the definition of empowerment
the ability for a front line employee to make decisions on behalf of the guest
what is one way guests can review and critic your organization onine
using online reviews
what is the movie based on a princess who can talk to animals
snow white
what is the top of the triangle labeled in Maslow's hierarchy
self actualization
what happens during the arrival stage of the guest experience cycle
the guest arrives
what is one step to solving a guest issue
listening and understanding, fixing the problem, adding an atonement or, recording the incident so it isn't repeated
What is the point of a guest survey
to criticize the organization or place, or report anything they did or didn't like
what is the movie that is based on a lion who runs away from his home then goes back and becomes king
lion king