Vocabulary
Guest Management
Idk
100

The process of correcting errors in a guest experience cycle

Service recovery

100

The first step to ensuring guest satisfaction is by using what two things

Primary and secondary research.

100

What is generated when a guest buys a product or service

Sales

200

Someone who pays for services and is not directly involved with the operation

External customer

200

Research conducted by the researcher directly, such as through focus groups, surveys and interviews

Primary research

200

Certain people with social media accounts that have large amounts of followers. These people are referred to as _________

Influencers

300

The total cost of losing a guest due to a lapse in quality guest service

Cost of error

300

The summary, collation, and/or synthesis of existing research

Secondary research

300

The hospitality and tourism industry is a _____ industry

People industry

400

Interactions between a guest and the service provider that can leave a lasting positive or negative impression on a customer

Moments of truth

400

The ability for a front-line employee to make decisions on behalf of the guest, with support from management

Empowerment

400

These customers are colleagues or other departments within the organization

Internal customer

500

A psychology theory that helps to explain the needs and motivations of people

Maslow’s Hierarchy of Needs

500

A person's emotional “quotient” (or score) measures their ability to empathize and control interactions with others in order to achieve an optimal outcome for the given situation

Emotional intelligence

500

When the guest goes through the entire guest experience cycle without interruption or issues, they have a _______ ________

Seamless experience

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