3.1
------- Hierarchy of needs
Maslow's
what are the 5 stages of the guest experience cycle?
pre-arrival, arrival, occupancy, departure, post-departure
what is an external customer?
a traditional customer
what is the fastest land animal?
Cheetahs
how many seasons does the walking dead have?
11
5 basic components of emotional intelligence
self-awareness, self-regulations, social skills, empathy, motivation
what is the pre-arrival of the guest experience cycle?
the stage where the guest makes reservations, plans, and decisions.
colleagues or other departments within the organization
What is the slowest land animal?
Three-toed sloth
what 2 actors do these shows have in common: Game of Thrones and The Last of Us?
Pedro Pascal and Bella Ramsey
what is primary research?
methods conducted by you or your team
what is quality guest service?
meeting or exceeding guest expectations
what is empowerment?
ability to make a decision on behalf of the guest
what animal is related to llamas?
alpacas
what TV series has won the most awards?
Saturday Night Live
what is secondary research?
research conducted by someone else
cost of error, or...
the total cost of losing a guest
what is service recovery?
process of correcting errors in a guest service experience.
how many stomachs do alpacas have?
3
what actor is in both the Netflix show "Beef" and the show "The Walking Dead"?
steven yeun
what needs are in the first two parts of Maslow's hierarchy of needs?
Physiological and safety
what is the post-departure stage of the guest experience cycle?
reviews, feedback from guest
what is the L in the Learn acronym?
Listen
what is the largest animal on earth?
whale
what is the name of the 2 main characters in Adventure Time?
Finn and Jake