What is "An immediate and appropriate response to a service opportunity before it becomes a service failure"
100
The "7 Moments of Truth" when a guest critiques the hotel
What is "Reservation"
"Curb Appeal"
"Lobby"
"Check-In"
"Guest Room"
"Breakfast"
"Check-out"
100
A tool kept at the front desk/QUORE that should be monitored daily by management?
What is "The Service Recovery Log"
200
What should be the guest's last impression of the hotel?
What is "The Departure E-Mail"
200
T.E.A.M.
What is "Together Everyone Achieves More"
200
Give an example of an effective use of the LEARN Model
What is "Mr. Smith, I'm so emabrassed that your shampoo was not replaced by our team. Please accept my apology and I will be up to your room within five mintues with your shampoo."
200
What is the 15/5 Rule?
What is "Make non-verbal communication within 15 feet/make verbal communication within 5 feet"
200
Resource availbale to all associates to inform them the happenings of the hotel?
What is "Pass on Log"
300
What helps motivate your team members to have a great day & informs them of daily needs
What is the "Daily Huddle"
300
S.M.A.R.T.
What is "Specific" - "Measurable" - "Attainable" - "Relevant" - "Timely"
300
Describe the difference between empathy and sympathy
What is "Empathy - Identification with an understanding of another's feelings or situation" and "Sympathy - Pity or sorrow for the distress of another"
300
List 5 Pleasant Surprises that can be done for a guest at NO cost to the hotel
What is "A hand-written note"; "Deliver mail, fax, laundry"; "Scrape windows, remove snow in winter"; "Arrange toys in rooms"; "Personal call to welcome them"
300
Fun! Meeting Focused on re-energizing our employees
What is "Service Madness"
400
10% daily or 20% daily when there are opportunities.
What are "Room Inspections"
400
LOVE
Living Our Values Everyday
400
What are the two most important questions to ask yourself when determining a response to a service recovery opportunity?
What is "How much responsibility does the hotel own regarding the issue" and "How severe is the issue in the guest's mind"
400
Fill in the blank...
It is _____ times more expensive to attract a new customer than to keep an existing customer
What is "5"
400
What are our Four Pillars?
What are Consistency,Culture,Communication,Community
500
What we do during peak times in the hotel
What is "Lobby Lizard"
500
G.U.E.S.T.
What is "Greet each guest"
"Use the guest's name"
"Establish needs"
"Show sincere interest in guest experience"
"Thank each guest"
500
How many friends will a displeased customer tell about their experience? And How many will not return?
What is "9 / 90%"
500
Define Touchpoint
What is "Any interaction we have with a guest where they have an opportunity to form an opinion about the quality of our service."
500
What four factors must come togther to achieve a balanced scorecard?
What are Team Members, Revenue, Guests, and Financial Performance