3.1
needs to relate to recognition and respect from others.
Esteem
when a guest makes reservations, plans, and decisions.
pre-arrival
The traditional customer
External Customer
Who founded Disney?
Walt Disney
Which movie kicked off the Skywalker saga in 1977?
needs to include things such as health, security, and adequate finances.
Safety
guests begin to evaluate their hands-on experience.
colleagues or other departments within the organization
internal customers
How many Shrek movies are there (not including specials)
4
What is the name of the alternate dimension in Netflix's Stranger Things?
The Upside Down
These needs relate to the need to have a family, friends , love, and a sense of belonging.
Love and Belonging
stage of the guest experience cycle is where the action happens. You must work your plan and follow all of the guest service procedures that you have put into place.
Occupancy
the ability for a front-line employee to make decisions on behalf of the guest, with support from the management.
empowerment
What is the boy doing sitting on the moon in the intro
fishing
Who is Kim Kardashian's ex husband
Kanye West
needs to refer to attaining a sense of personal fulfillment
Self-Actualization
the stage of the guest experience thought of as the ribbon on a gift.
Departure
the process of correcting errors in a guest service experience.
Service recovery
What is the name of Lightning McQueen's girlfriend?
Sally
How many years passed between the release of Avatar and its sequel, Avatar: The Way of Water?
13 years
These needs are essential for life and include things such as food, water, clothing, and shelter.
Physiological
You want the guest to remember you. Encourage reviews, solicit feedback, and respond to your guests.
post-departure
What is the 4 components of service recovery system?
. Listening to the guest and understanding the problem
. Fixing the problem
. Adding something extra
. Recording the incident
How many brothers does Prince Hans of the Southern Isles have in Frozen?
12
Who is the most followed person on Instagram?
Cristiano Ronaldo