What are the four quadrants of the Service Recovery Model?
Hero, Empathy, Red Carpet, and Fix It
100
This would be the Hampton Inn 100% Guarantee
What is unconditional?
100
What does MAD stand for in service madness?
Making A Difference
200
What is The Guest Model
Greet each guest.Use the Guest Name.Establish Rapport, Show sincere interest,Thank each guest.
200
The number of passing surveys divided by the number of surveys returned.
What is how you find your overall satisfaction score
200
"I am completely embarassed that you did not recieve fresh towels in your room when the housekeeper serviced your room today"
What is showing Empathy.
200
When a silver Hilton Honors member gives a survey score between 1-4 for overall experience management will recieve this?
What is an alert email?
200
Why we have Service MADness
To get new energy, to remind ourselves of the basic service principles, to develop a mad service culture and to provide and easy and effective filler to use to
pump your team up between elaborate brand
sessions
300
What is the 15/5 rule
At 15 steps, make eye contact and smile. At 5 steps, greet and use the guest's name
300
What uses guest satisfaction surveys and brand standards audits to measure customer experience and to ensure properties meet required brand standards?
Marriott internationals Quality Assurance
300
What is the Service Recovery log.
A place where front desk associates can write down any guest issues and what they did for the guest to rectify the sitation.
300
When a guest completes a survey for a Hilton Property they also have the option to post where?
What is Trip Advisor
300
What are our Pillar Principles?
Community, Consistency, Culture, Communication
400
What are touchpoints
Any interations we have with a guest where they have an opportunity to form an opinion about the quality of service.
400
Marriotts most valuable guests?
Who are the elite members.
400
A situation that requires a spontaneous reaction on the part of the associate. Typically, guests expect very litte from associates in these situations and are delighted when associates show a sincere interest and are helpful.
What is the HERO quadrant of the service recovery model.
400
Most Valuable Guest
What is a Diamond Member
400
What is a transaction?
: a business deal : an occurrence in which goods, services, or money are passed from one person, account, etc., to another
500
What are the 7 moments of truth
Reservation, Curb Appeal, Lobby, Check In, Guest Room, Breakfast, Check Out
500
A famous quote J. Willard Marriott constantly advised his managers of.
What is "Take care of your employees and they'll take care of your customers"
500
Situations that require immediate resolution with the invovlement of as few associates as possible. The guest simply wants action and now. In the guest's mind, the hotel is repsonsible for the serious situation and is therefore responsible for resolving it immediately.
What is the RED CARPET quadrant of the service recovery model.
500
What are the moment makers that will help you connect with a guest?
What are Compliments, Humor, Empathy, Unexpected Delight, and Anticipate
500
What is a connection
What is a relationship in which a person, thing, or idea is linked or associated with something else.