3.1
self awareness definition
the ability to know your emotions, strengths, and weaknesses.
what is pre arrival
when guests make reservations plans and decisions
what is 3.3 about?
employees role in guest service
True or False? a good reputation is earned through hardwork.
True
what is yelp good for?
good reviews
what is one way to improve emotional intelligence?
read about it
research techniques
watch others who have strong emotional intelligence
Can you ask the guest to leave?
Yes, only in certain circumstances though
what is service recovery?
the process of recovering errors
is it possible for employees to share responsibilities?
yes it is if there is not enough workers
people who are on social media and have large following count are called what?
influencers
What are the 5 main guest needs?
psychological, safety, love and belonging, esteem, self actualization
what was the robot's name that helped people with questions under the section "welcoming guests"
Chatbot
Name one example of service recovery
- listening to the guest issues
- fixing the issue
- adding something extra - "atonement"
-recording the incident down
what is reputation management?
a process of managing a person's, company's, or brand's online narrative
is reaction or proactive approach better?
proactive
primary is based on raw data, research that other people conducted for a different project, product, or purpose.
what were the ways you can deliver experiences through the use of technology?
efficiency and automation
when does empowerment happen?
it happens with trust, training, and support.
what did emotional intelligence include?
self-awareness, self-regulation, social skills, empathy, motivation
profit, guest satisfaction, employee satisfaction
when was the term emotional intelligence coined
in 1964, then gained popularity in 1995.
when they mentioned robots in the hospitality industry, what did the robots help with?
The robots helped with
-delivering food/items
- helping guests with questions.
what is the difference between external vs internal customers?
external is a regular and traditional customer, internal customers are colleagues of the department.
when responding to bad feedback what do you do?
ensure accuracy
collect facts
take the rest of discussion off-line or away from the public view
what is the goal of service recovery?