3.1
3.2
3.3
Marvel
Drake Finish the Lyrics
100

Which guest need requires health, security, and adequate finances?

Safety

100

What is it called when a guest experiences the guest experience cycle without interruption?

Seamless experience
100

What is empowerment?

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

100

What war did Steve Rogers fight in?

WWII

100

“She’s in love with who I am

Back in high school, I used to bus it to the dance”

“Now I hit the FBO with duffels in my hands”

200

What type of research involves methods conducted by you or your team for your particular operation?

Primary Research

200

What is a moment of truth?

A guest’s first thoughts on a place based off of their expectations

200

What is an example of service recover models?

HEARD, LEARN, or GUEST

200

What is bucky’s full name?

James Buchanan Barnes

200

“Gotta throw a party for my day ones

They ain’t in the studio, but they’ll lay somethin’”

“Rest in peace to Drama King, we was straight stuntin’”

300

What term states that those who have a higher emotional quotient will be more successful in leadership and their careers?

Emotional Intelligence

300

What is quality guest service based off of?

Personal standards and experiences of the guests along with the reputation, ratings, and reviews

300

What is the term for someone who serves the external costumer?

Internal costumer

300

Where was Ant-Man in “Avengers: Infinity War”

He was stuck in the quantum realm

300

“Ever since I left the city you

Got a reputation for yourself now”

“Everybody knows and I feel left out

Girl, you got me down, you got me stressed out”

400

What are the 5 areas of emotional intelligence?

Motivation, self-regulation, social skills, self-awareness, empathy

400

When is it okay to ask a guest to leave?

When the guest is threatening to harm themselves/others, when they do something illegal, or causing a major disturbance

400

What is service recovery?

The process of correcting errors in a guest service experience

400

What were the 6 infinity stones?

Soul, mind, reality, time, space, power

400

“Strength and guidance

All that I’m wishing for my friends”

“Nobody makes it from my ends

I had to bust up the silence”

500

What are all the 5 basic human needs in order?

Physiological, safety, love and belonging, esteem, and self-actualization.

500

What are the 5 stages of the guest cycle?

Pre-arrival, arrival, occupancy, departure, post-departure

500

What do service recovery systems need to include in their model?

Listening to the guest and understanding their problems, fixing the problem, adding something extra, and recording the incident

500

What does S.H.I.E.L.D stand for?

Strategic, Homeland, Intervention, Enforcement, and Logistics Division

500

”Rest in peace Mac Dre, I’ma do it for The Bay, okay

Gettin’ paid, we’ll holla whenever that stop”

“My team good we don’t really need a mascot

Tell Tune, light one, pass it like a relay”

M
e
n
u