Guest Experience
Seamless
Guest Service Gold
Guest Recovery
Misc.
100
During the Pre-Arrival stage guests will ___________
What is show interest (Idea)
100
It only takes one bad moment to spoil ______________ for the guest.
What is everything
100
Keep your promises to guests and realize guest service doesn't always end when they leave
What is Delivery - follow through
100
The ____________ is a four step process for handling challenging situations (guest complaints)
What is L.A.T.E Model
100
Each guest experience is different because:
Each person has a different personality, background and interest.
200
During the Arrival stage guests will _____________.
What is commit to the idea (decide)
200
Provide at least one step that will provide a positive experience for a guest.
1. Be outstanding at your job 2. Project a positive image and energy 3. Provide above-and-beyond service. 4. Show respect and value everyone
200
Recognize when a guest needs assistance from the heart.
What is Empathy - from the heart
200
The acronym for GSM stands for ____________.
What is Guest Service Measurement
200
A particular product or company associated with a name, logo, or unique characteristic that serves to identify that particular product or company
What is Brand
300
When the guests are engaged or in the "Participate" stage in the experience cycle they are in the ____________
What is occupancy stage
300
We must R.A.V.E especially by providing for guests with special needs because it is the ____________.
What is the right thing to do.
300
Guests want to know the real you and get to know bit more about your local area.
What is Authenticity - Keep it real
300
Failure to make changes in negative guest feedback by low GSM scores result in
1. Loss of business 2. Lower profit
300
The guest experience cycle and guest cycle offers two viewpoints which are:
1. The employee's perception of what is being provided. 2. The guest's perception of what is being received.
400
During the departure stage guests will ________________.
What is form opinion about loyalty (Advocate)
400
The __________ is a law provide guests with disabilities experiences designed to meet their special needs and personal expectations
What is American with Disabilities Act (ADA)
400
Be attentive and be willing to step in to assist guests without being asked to do so.
What is Intuition - Read the need
400
Guest advocacy has two components:
1. Loyal guests who bring in repeat business 2. Employees acting on behalf of the guest and their employer.
400
The fault imposed against a business for injuries that occurred on the business's property or as a result of negligent activities by employees
What is liability
500
Look for small, simple ways to make guests feel special.
What Delight - provide a surprise
500
The word ___________ means that the person takes action of supporting a cause, situation or need based on the facts and feelings of those involved
What is Advocacy
500
Guest loyalty can be earned by:
1. Eliminating dissatisfaction 2. Creating a positive experience
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