3.1
3.2
3.3
3:4
Batman
100
When was Maslow's hierarchy of needs created?
1943
100
what is the pre arrival stage
when a guest makes reservations, plans and decisions for the trip.
100
what is a external customer
your average shopper is an external customer
100
what are influencers
certain people on social media platforms with a large amount of viewers
100
what is batman's true identity?
Bruce wayne
200
what does primary research involve?
Involves methods conducted by you or your team for your particular operation.
200
what is one reason you would have to ask a guest to leave
1. if the guest is threatening or invoking harm on others
2. a guest violates a local, state or federal statute
3. the guest is causing a major disturbance
200
what is empowerment
the ability of a front-line employee to make decisions based of the guests
200
what are the three parts of the business of satisfaction?
profit, guest satisfaction, and employee satisfaction
200
How many ribins are there
6
300
what is emotional intelligence
their ability to emphasize or control there feelings around others
300
what is the occupancy stage
when you are making sure the guests needs have been met
300
what is servi ce recovery
the process of correcting errors in a guest service experience
300
what is one way that the hospitality industry uses to access guest satisfaction and performance?
guest satisfaction surveys
300
who is batman's butler
Alfred penniworth
400
name one of the basic components of emotional intelligence and its def
self-regulation: the ability to regulate your responses towards others to achieve a favorable result
Self awareness the ability to know how your emotions, strengths, and weaknesses and it impacts you
etc
400
what is the departure
the end of the guest cycle
400
what is an internal costumer
colleagues or other departments within the organization
400
what do the details print on guest recipes used for
they are used to entice their guests to complete a survey for a chance to win a prize
400
Who is the Joker?
Jack Oswald white
500
what do people with emotional intelligence tend to excel at
interacting with guests and leading guest services
500
what is post departure
when you try to make sure the guest remembers you
500
what is the malcolm baldridge quality award
a national award in the highest honor for performance excellence
500
what is profitability dependent on
guest satisfaction
500
who is the best batman
