3.1
Who created Maslow's Hierarchy of Needs?
Who is Abraham Maslow
______ helps mangers and employees interact with them effectively.
Guest Experience Cycle
_________ is the ability for a front line employee to make decisions on behalf of the guest, with support from the management.
Empowerment
Who is the main character?
Jax Teller
She hit her prince upside the head with a cast iron skillet.
Rupunzel
What does the Emotional Intelligence model consist of?
What is Self-awareness, Social skills, Self-regulation, Motivation, and empathy.
What is the 5 stages of Guest Experience Cycle?
Pre-Arrival, Arrival, Occupancy, Departure, and Post-Departure.
__________ is the process of correcting errors in a guest service experience.
Service recovery
Who is the Sons main enemy?
The Mayans
She makes the best food down in NOLA.
Tiana
_______is the essential needs for life and includes things like food, drinks, clothing, and shelter.
Physiology
_____ refers to meeting or exceeding guest expectations.
Quality Guest Service
What does HEARD stand for?
Hear, Empathize, Apologize, Resolve, Diagnose
What does SOA stand for?
Sons of Anarchy
She doesn't need a prince to save, only her bow
Merida
______ involves methods conducted by you or your team for the particular operation.
Primary Research
When the guest goes goes through the entire guest experience cycle without interruptions or issues, they have ______.
Seamless Experience
What does LEARN stand for?
Listen, Empathize, Acknowledge, React, Notify
What is the Sons mascot?
The Reaper
She saw him for his inner beauty and loves books.
Belle
______ is the ability to regulate your responses towards others to achieve a favorable result.
Self-regulation
When performing quality audits, organizations can calculate the ____________, or the total cost of losing a guest.
Cost of Error
What does GUEST stand for?
Greet, Understand,listen,repeat, Empathize,apologize, Suggest,solve, Track,record,document
Who is Mr.Mayhem
Death
She is the man when it comes to fighting.
Mulan