3.1
What needs relate to the need to have family, friends, love, and a sense of belonging
Love and Belonging
What are the steps of the guest experience cycle?
Pre-arrival
Arrival
Occupancy
Departure
Post-departure
What are the two types of customers?
External customer and internal customer
The slogan "Just do it" is from what brand?
Nike
Walmart
What did Abraham Maslow do?
He created the psychology theory that helps to explain the needs and motivations of people called Maslow's Hierarchy of Needs
What should you always treat guests with?
Respect
The ability for a front-line employee to make decisions on behalf of the guest, with support from the management is what?
Empowerment
what brand stands for equality?
Under Armour
What grocery store is green
Publix
What are the five basic components of emotional intelligence?
1. Self-awareness
2. Self-regulation
3. Social skills
4. Empathy
5. Motivation
what are two commonly used tools in the quest to provide exceptional service?
Moments of Truth and Cost of error
What is an example of a service recovery model?
HEARD, LEARN, or GUEST
what hunting brand uses a camo that combines micro and macro patterns
Sitka
a small store selling fashionable clothes or accessories is what
Boutique
What are the basic needs of Maslow's hierarchy of needs applied to hospitality?
* Safety
* Physiological
What refers to meeting or exceeding guest expectations?
Quality Guest Service
What is service recovery?
The process of correcting errors in a guest service experience
What is Kendra Scott known for?
dynamic use of color and genuine materials
What is a popular technology store?
Apple
What is secondary research?
research that is conducted by someone else
What are the two main benefits of technology in hospitality?
Efficiency and Automation
What does one of the service recovery models stand for
HEARD- Hear, Empathize, Apologize, Resolve, Diagnose
LEARN- Listen, Empathize, Acknowledge, React, Notify
GUEST- Greet, Understand, Empathize, Suggest, Track
What is the top-rated cowboy boot brand?
Ariat
What are dollar store chains in the U.S.?
Dollar Tree, Dollar General, Family Dollar, 99 cents only store, and five below