Vocabulary
The process of correcting errors in a guest experience cycle
Service recovery
The first step to ensuring guest satisfaction is by using what two things
Primary and secondary research.
What is generated when a guest buys a product or service
Sales
Someone who pays for services and is not directly involved with the operation
External customer
Research conducted by the researcher directly, such as through focus groups, surveys and interviews
Primary research
Certain people with social media accounts that have large amounts of followers. These people are referred to as _________
Influencers
The total cost of losing a guest due to a lapse in quality guest service
Cost of error
The summary, collation, and/or synthesis of existing research
Secondary research
The hospitality and tourism industry is a _____ industry
People industry
Interactions between a guest and the service provider that can leave a lasting positive or negative impression on a customer
Moments of truth
The ability for a front-line employee to make decisions on behalf of the guest, with support from management
Empowerment
These customers are colleagues or other departments within the organization
Internal customer
A psychology theory that helps to explain the needs and motivations of people
Maslow’s Hierarchy of Needs
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
When the guest goes through the entire guest experience cycle without interruption or issues, they have a _______ ________
Seamless experience