Communication
Skills
Guest needs
Self skill
100
What is active listening?
when a person makes continuous effort to hear not only words someone is say but the overall message
100
What is Code Switching
he process of shifting from one linguistic code (a language or dialect) to another, depending on the social context or conversational setting
100
What is the cost of error?
the total cost of losing a guest
100
Name the 5 stages in Maslow's hierarchy?
200
What is Verbal communication?
communication that uses words written or spoken
200
What is Organizational Culture?
a company’s values, beliefs, traditions, heroes, ceremonies, and how it goes about doing things; sets the tone
200
what is a Seamless experience?
when the guest goes through through the entire guest experience cycle without interruption or issue
200
what is self awareness?
the ability to know your emotions, strengths, and weaknesses and how it impacts others
300
what is non Verbal Communication?
communication that relies on non verbal cues to respond
300
what are Hard Skills
skills that are learned through education and practice
300
What is efficiency?
information is delivered faster, which speeds up the guest experience
300
What is Self-regulation?
the ability to regulate your responses toward others to achieve a favorable result
400
What is work etiquette?
Professional behavior expected at the work place
400
What are soft Skills?
the interpersonal attributes that can help an individual succeed in the workplace; “people skills”
400
WHAT IS Automation?
increased automation has resulted in fewer opportunities to experience failure in the system due to human error
400
What is the ability to consider the feelings of others?
Empathy
500
what is Company Guidelines?
the policies and procedures developed by the company to protect employees and the employer
500
What is the moment of Moments of Truth?
interactions between a guest and the service provider that can leave a lasting positive or negative impression on the guest
500
What is customization?
increased automation has resulted in fewer opportunities to experience failure in the system due to human error
500
what is the ability to effectively manage relationships for optimal outcomes?
Social Skills