3.1
Which guest needs refer to attaining a sense of personal fulfillment.
Self-Actualization
What is the guest experience cycle?
Pre-Arrival, Arrival,Occupancy, Departure and Post- Departure.
What is Empowerment mean?
Is the ability for a front line employee to make decisions on behalf of the guest, with support from the management.
What are three movies Snoop Dogg is included in.
The Under Doggs, Bromates and Meet the Blacks.
How many holes are played in an average round of golf?
18
What are the five basic components to emotional intelligence?
Self-awareness, Self-regulation, Social skills, Empathy and Motivation.
What is some of the reasons why you might have to ask a guest to leave?
The guest is threatening to harm themselves, you, or other guests in the establishment. The guest violates a local state or federal statute. The guest is causing a major disturbance that is halting operations and they refuse to stop.
What are some examples of service recovery systems?
Listening to the guest and understanding the problem. Fixing the problem. Adding in something extra. And recording the incident so that it can be examined.
What are three movies that Adam Sandler played in.
Spaceman, Grown Ups and Just Go with It.
Yellow
Define emotional intelligence and explain its role in interactions with guests.
Is the ability to understand, use, and manage your own emotions in positive ways to relieve stress, communicate effectively, empathize with others.
In certain ways we can make guest truly feel special they may?
Remember the experience for a long time, tell other people about this place, likely have the "intent to return"
Improved guest satisfaction without costing the organization a lot of money.
Name four movies Madea is played in.
Diary of a Mad Black Women, Meet the Browns, Madea Goes to Jail and Madea's Big Happy Family.
In soccer what body part cant touch the ball?
Hands
How can you possibly improve your emotional intelligence?
Read about emotional intelligence, Research techniques to improve your emotional intelligence, watch others who appear to have strong emotional intelligence and model those behaviors.
What are the elements of exceptional guest service.
Moments of truth, Quality guest service, seamless experience and Cost of error.
What are internal customers? Provide an example.
Are colleagues or other departments within the organization. For an example, Waitstaff are the internal customers of the line cooks, the line cooks are the internal customers of the dishwashers.
Name five movies Dwayne Johnson is in.
Jumanji, Moana, Fast Five, Central Intelligence and The Rundown.
Which is not a position in American football?
Shortstop.
Primary research is methods conducted by you or your team for your particular operation and Secondary research is conducted by someone else.
Identify ways technology allows hospitality and tourism operations to deliver exceptional service.
Efficiency-information is delivered faster which speeds up the guest service experience.
Automation-increased automation has resulted in fewer opportunities to experience failure in the system due to human error.
What is an external customer? Provide an situation where the internal and external customer encounter.
Workers in the back of the house sometimes they believe they are far removed from customers. An example of this is the cook refuses the special request and yells at the server, which the server now has to inform the guest.
Name six movies that Kevin Hart appears in.
Lift, Central Intelligence, The Upside, Jumanji, Ride Along and Me time.
In Baseball, who warms up in the bull pen?
Pitchers.