3.1
3.2
3.3
3.4
Others (welcoming guest related)
100

Who created Maslow's Hierarchy of needs

Abraham Maslow

100

What is pre arrival

stage when guest make reservation, plans, and decisions.

100

External customer is a..

traditional customer

100

Define Reputation management 

something subjective in the eyes of the guest. It's doing what you can to maintain a good rep for guest

100

What does LEARN mean in service recover model

Listen

Empathize

Acknowledge

React

Notify

200

what is the first of Maslows Hierachy of needs

Physiological 

200

when guest begin to evaluate their hands-on experience

Arrival

200

a internal customers are..

colleagues or other departments within organization

200

what are the 3 branches in business of satisfaction

profit

guest satisfaction

employee satisfaction

200

what hotel is considered a model of commitment to guest service recovery and employee empowerment

Ritz Carlton

300

What comes at end of Maslows Hierarchy of needs

self actualization

300

what rare occasions can you ask a guest to leave

if guest is threatening, violates local laws, causing major disturbance.

300

Ability to Front line a employee and make decisions on behalf of the guest

Empowerment 

300

Common way for hospitality and organization to assess performance and guest satisfaction

Surveys

300

What are ways to enhance customization

Customer relationship management systems, loyalty cards, tracing systems, lighting, temps, personal needs.

400

what need comes before self actualization

esteem

400

stage when its all about relationship management

Post Departure

400

Define service recovery

Process of correcting errors in a guest service experience

400

what 3 things should I do when responding to negative guest feedback

ensure accuracy

collect facts

take the rest of the discussion odd-line or away from Public view 

400

What does GUEST mean in service recovery model

Greet 

Understand

Empathize

Suggest

Track

500

What need comes before love and belonging

safety

500

cycle where action happens. Working and following all guest procedures

Occupancy 

500

what does HEARD stand for in service recovery model examples

Hear

Empathize

Apologize

Resolve

Diagnose

500
these people make huge difference in success of an operation, people trust what they say and are quicker to but things based off what they say, what are they?

influencers

500

What is automation such a guest self-check-in enabling deduction in employees and labor cost

Cost reduction