Guest Service Excellence (CGSP)
What is a “Moment of Truth”?
What is Any interaction where the guest forms an impression of the business.
What are the four main sectors of hospitality?
What are Lodging, Food & Beverage, Travel & Tourism, Recreation/Attractions.
Which department handles room cleanliness in a hotel?
What is Housekeeping.
What is domestic travel?
What is Traveling within one’s own country
In Home Alone, where is Kevin's family traveling for Christmas?
Where is Paris.
What is the primary goal of service recovery?
What is To regain guest trust and fix the problem.
What does “cultural competence” mean?
What is Understanding, respecting, and adapting to cultural differences.
What is the purpose of forecasting in the front office?
What is Predicting occupancy and staffing needs.
What is a target market?
What is A specific group of consumers a business aims to serve.
What is the name of the train in The Polar Express?
What is The Polar Express.
What does the “L” stand for in the LAST or LEAST service recovery model?
What is Listen to the guest.
What does the MICE market stand for?
What is Meetings, Incentives, Conventions, and Exhibitions.
What is “cross-training” in hospitality operations?
What is Training employees to perform multiple jobs or roles.
What does a Destination Marketing Organization (DMO) or CVB do?
What is Promotes tourism and attracts visitors to a city or region.
In Elf, what is the first rule of The Code of Elves?
What is “Treat every day like Christmas.”
Give one example of creating a WOW moment.
What is Answers vary but should include exceeding expectations (e.g., remembering a guest’s name, offering help before they ask)
What motivates business travelers compared to leisure travelers?
What is Business travelers travel for work purposes, while leisure travelers travel for relaxation and enjoyment.
Which department manages guest safety and loss prevention?
What is Security.
What is “seasonality” in tourism?
What is Changes in travel patterns based on time of year.
In How the Grinch Stole Christmas, what is the Grinch’s dog’s name?
What is Max.
What emotional intelligence skill helps employees understand the guest’s feelings
What is Empathy.
What is the main component of the tourism system that connects travelers to destinations?
What is Transportation (air, rail, car, cruise, etc.)
What is the term for the cost of operating and maintaining a building?
Property Operation and Maintenance (POM).
Name two factors that influence travel motivation.
What are
Examples: culture, relaxation, adventure, business, family visits, special events.
In A Christmas Story, what gift does Ralphie want more than anything else?
What is A Red Ryder BB gun.