Hospitality ~ Chapter 3

3.1

100

What are the five basic needs within Maslow's Hierarchy of needs?

-Physiological

-Safety

-Love and Belonging

-Esteem

-Self-Actualization

200

What is the first step to ensuring guest satisfaction?

Identifying guests' needs.

300

The two different types of research used to identify guests' needs are...

Primary and Secondary Research.

400

The ability to understand, use, and manage your own emotions is called what?

Emotional Intelligence.

500

What are the five basic components to emotional intelligence?

-Self-awareness

-Self-regulation

-Social skills

-Empathy

-Motivation

3.2

100

How many stages are in the guest experience cycle?

Five

200

What stage takes place when the guest makes reservations, plans, and decisions?

The pre-arrival stage.

300

_______ refers to meeting or exceeding guest expectations.

Quality guest service. 

400

What is the cost of error?

The total cost of losing a guest.

500

What speeds up the guest service experience?

Efficiency. 

3.3

100

______ is the ability for a front line employee to make decisions on behalf of the guest, with support from the management. 

Empowerment.

200

What is service recovery?

The process of correcting errors in a guest service experience. 

300

The traditional customer may also be identified as...?

An external customer.

400

Empowerment only happens with what three actions?

-Trust

-Training

-Support

500

What is critical to any hospitality operation?

Guest satisfaction.

3.4

100

_________ is something that is subjective in the eyes of the guest. 

Reputation management.

200

A good reputation is earned through....?

Hard work and offering excellent guest service. 

300

What three factors are included in the three-legged stool of the business of satisfaction?

-Profit

-Guest satisfaction

-Employee satisfaction

400

Certain people with high social media accounts that can help promote a business' products are called what?

Influencers.

500

Social media has impacted communication between which two factors?

Brands and customers.

3.4

100

True or false: Research shows that the public believes statements from the company itself more than user-generated comments and ratings on social media.

False

200

To respond to guest feedback, what are the three things an employee should do?

-Ensure accuracy

-Collect facts

-Take the rest of the off-line or away from the public quickly.

300

True or false: A proactive approach is always better than a reactive approach.

True. 

400

What is a common way for hospitality and tourism organizations to assess their performance and guest satisfaction?

Guest satisfaction surveys

500

Every operation has a what?

Reputation.