3.1
guest needs
physiological, safety, love and belonging, esteem, and self-actualization
pre-arrival
when rhe guest makes reservations, plans, and decisions
empowerment
the ability for a front line employee to make decisions on behalf of the guest
when was the first ever game
1930's
says moo
cow
primary vs secondary
primary- methods conducted by you or your team
secondary- research conducted by someone else
arrival
when the guests begin to evaluate their hands-on experience
hear, empathize, apologize, resolve, and diagnose
the three positions
jammer, blocker, and pivot
lives in holes in the trees
owls
emotional intelligence
self-awareness, empathy, social skills, motivation, and self-regulation
occupancy
where the action happens
LEARN
listen, empathize, acknowledge, react, and notify
how do you get points?
by passing players on the opposing team
proposes with pebbles
penguins
the 3 needs
self-fulfilment, physiological needs, and basic needs
departure
can be thought of as the ribbon on a gift
GUEST
greet, understand, listen repeat, empathize, apologize, suggest, solve, and, track, record, document
what is the star
a symbol on the helmet showing who the jammer is
has 3 hearts
octopus
when was emotional intelligence coined
19995
post departure
all about the relationship management
service recovery
the process of correcting errors in a guest service experience
what is the most common injury
velcro burns
has the most babies
axolotles