3.1
Why do guest come to the hospitality and tourism business first?
To meet their safety needs
What is Pre-Arrival
When a guest make reservations, plans, and decisions
What is empowerment?
The ability for a front lines employee to make decisions on behalf of the guest, with support from management.
What cartoon deals with pigs
Peppa Pig
Who sings when i see u
Fantasia
Health, Security and adequate
What does safety needs include?
Meeting or exceeding guest expectations
Quality Guest Service
What is the the process of correcting errors in a guest service experience?
Service recovery
In what cartoon is there a doctor?
Doc Mc'Stuffins
Who sings Don't Judge Me?
Christ Brown
The ability to self-motivate
Motivation
What is cost of error?
Organizations strive to offer a perfect guest experience.
Internal Customer
Any member or group within an organization who relies on assistance from another to fulfill his or her job duties.
Mr.Krabs
Who sings dance for you?
Beyonce
Involves methods conducted by you or your team for your particular operation
Primary Research
Automation such as guest self check-in enables a reduction in employees and reduce labor cost
Cost Reduction
What is reputation management?
Something that is subjective in the eyes of the guest.
Who always has to use a map
Dora The Explorer
Tynisha Keli
Ability to change both your own emotions and understanding emotions from people around you.
What is emotional intelligence?
What is moment of truth?
Occurs several times throughout a customer experience.
What is customization?
The guest experience is possible through guest tracing system.
Paw Patrol
Who sings There Goes MY Baby?
Charlie Wilson