3.1
These needs are essential for life
What is Physiological
When a guest makes a reservation, plans, and decisions
What is Pre-Arrival
The traditional customer is called?
What is External Customer
This is critical to any hospitality operation
What is Measuring Guest Satisfaction
Positive reviews enhance credibility and attract more customers, while negative ones can deter potential patrons are called?
What are Online Reviews
The ability to self-motivate
What is Motivation
the guest experience cycle, they decide to evaluate their experiences
What is Arrival
Colleagues of other departments within the organization are called?
Who are Internal Customers
These people's elevation in a business or product can make a huge difference in the success in the operation
What is an influencer?
These needs relate to the need to have a family
What is Love and Belonging
Each time a guest has service they can tell them how the stay was
What is Moment of Truth
The ability of a front-line employee to make decisions on behalf of the guest?
What is Empowerment
Ensuring accuracy, collecting facts, and takeing the rest of the discussion off-line or away from the public view very quickly is all characteristics of?
What is Responding to Guest Feedback
To effectively manage a relationship for optimal outcomes
What are Social Skills
This is all about relationship management
What is Post-Departure
Listening to the guests and understanding the problem is called?
What is the Guest Service Issue
Monitoring and influencing your hotel's reputation to build a positive brand image for your property online is called?
What is Reputation Managment?
Needs include health, security, etc
What is Safety
Meeting guest expectations
What is Guest Service
Every employee at the chain has more than 100 hours of customer service training actually
What is Empowerment in action?
Hear, Emphathize, Apologize, Resolve, and Diagnose stand for?
What is H.E.A.R.D