Vocab
Examples of
Service
True/False
Misc.
Basic or Excellent Service
100
Guests expect these services at a minimum
What is Basic guest expectations
100
This company is the model for the book
What is Disney
100
wow elements don't have to be expensive
True
100
used to tell others what they are doing for the day
What is an Agenda/schedule
100
Clean Rooms
What is Basic Service
200
Factors that make an experience memorable
What is the "wow" elements
200
This Company made guestology understandable
What is Southwest Airlines
200
Camp Snoopy is the main attraction at Dorney Park
True
200
This tells organizations what they did right or what thay could improve on
What is Feedback
200
Valet parking
What is Excellent Service
300
Understanding what each guest wants
What is market niche of one
300
This restaurant is a great example of niche marketing
What is Olive Garden
300
People make the difference between a good or bad guest experience.
True
300
The founder of all things Disney
Who is Walt Disney
300
Hotels remembering special requests every time you stay there
What is Excellent Service
400
Motivates the guest to come back
What are key drivers
400
This Hotel is superior to its' competitors because of their great service strategy.
What is the Ritz-Carlton
400
Technology is not important in hospitality
False
400
The messages that are sent to the employees are derived from the _____
What is Culture
400
Housekeeping
What is Basic Service
500
Makes the difference between success and failure in the hospitality industry
What is Leadership
500
This resort uses stories to motivate staff
What is Gaylord Palms
500
Many guest service operators still base decision off hunches
True
500
Computerized _____ are used at the front desk to track guests behaviors
What is databases
500
Reasonably Priced food
What is Basic Service
M
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