3.1
what is primary research?
methods conducted by you or your team for your particular operation.
what is the life cycle of a service encounter?
pre-arrival, arrival, occupancy, departure, and post departure
guest service is a one person job T or F?
False
In what movie did the princess kiss and frog and go on a journey to get the restaurant of her dreams?
princess and the frog (princess Tiana)
name 3 sports that a ball is used in
baseball, basketball, football
emotional intelligence...
(finish the sentence)
measures their ability to empathize and control interactions with others to achieve an optimal outcome for the given situation.
when does moments of truth occur?
several times throughout a customer experience.
what is the difference between an external and internal customer?
external customers are traditional, internal costumers are colleagues or other departments within the organization.
Why was Te Fiti a lava monster in Moana?
Maui violates the Mother Island, first by entering her cave and then by using his fishhook to rob her of her fertility.
Who is the greatest female gymnast?
simone biles
what type of research is secondary research?
research that is conducted by someone else.
the cost of error...
(finish sentence)
is the total cost of losing due to a lapse in quality guest service.
Empowerment is the...
ability for a front-line employee to make decisions on behalf of the guest, with support from the management.
what is the name of the horse in Tangled? (rapunzel)
Maximus
what is the most famous sport in the world?
soccer
what are the five basic components of emotional intelligence?
self-awareness, self-regulation, social skills empathy, and motivation.
in what ways does efficiency help a guest service experience?
information is delivered faster
what does the guest experience cycle help managers and employees understand?
it helps understand guests needs and expectations at each stage.
Why did the Beast turn into a Beast in beauty in the Beast?
He transformed into a hideous beast as punishment for his cold-hearted and selfish ways
who won the Superbowl this year?
the cheifs
what is included in Maslow's hierarchy triangle?
physiological, safety, love and belonging, esteem, and self-actualization.
Traditionally, what was the only way to check in at a hotel? and how has it changed now?
a large, busy front desk, and it has changed from that to you being able to do it on your device
whats examples of how to provide effective guest service recovery?
fixing problems quickly, efficiently, and to the optimal satisfaction of guests.
what color was the rose used in Beauty in the Beast?
red