3.1
Love and belonging
what is it when a guest makes reservations, plans, and decisions?
Pre-arrival
What is the goal of service recovery?
To provide a quality guest experience that will lead to repeat business and guest loyalty.
is a circle shape, flat, fluffy, and golden brown
pancake
a shoe brand logo is a checkmark
nike
secondary research is done by someone else, primary is research done by you.
what is it when guests begin to evaluate their hands-on experience?
arrival
What is a front-line employee's ability to make decisions on the guest's behalf with support from the manager?
Empowerment
hamburger
Has a bell and sells tacos
taco bell
the 5 elements of emotional intelligence
motivation, empathy, self awareness, social skills, and self regulation
what is it called when the guest experience cycle is all about relationship management?
Post departure
What is service recovery?
The process of correcting errors in a guest service experienceThe process of correcting errors in a guest service experience
sweet, different flavors, and melts
ice cream
has two G's on logo and sells designer clothes
gucci
the basic need from Maslow's hierarchy of needs
safety and psychological
what stage is it when the guest experience cycle is where the action happens?
occupancy
What are internal customers?
Colleagues or other departments within the organization
pizza
has an apple as their logo and sells phones
Apple
what is emotional intelligence
a persons emotional "quotient" measures their ability to empathize and control interactions with others to achieve an optimal outcome for a given situation
when info is delivered faster and speeds up the guest service experience
Efficiency
What type of customer is a traditional customer?
external customer
has two buns and chicken in the middle.
chicken biscuit
Has a M as their logo and sells burgers and other types of food