3.1
Which guest need requires health, security, and adequate finances?
Safety
What is it called when a guest experiences the guest experience cycle without interruption?
What is empowerment?
The ability for a front line employee to make decisions on behalf of the guest, with support from the management
What war did Steve Rogers fight in?
WWII
“She’s in love with who I am
Back in high school, I used to bus it to the dance”
“Now I hit the FBO with duffels in my hands”
What type of research involves methods conducted by you or your team for your particular operation?
Primary Research
What is a moment of truth?
A guest’s first thoughts on a place based off of their expectations
What is an example of service recover models?
HEARD, LEARN, or GUEST
What is bucky’s full name?
James Buchanan Barnes
“Gotta throw a party for my day ones
They ain’t in the studio, but they’ll lay somethin’”
“Rest in peace to Drama King, we was straight stuntin’”
What term states that those who have a higher emotional quotient will be more successful in leadership and their careers?
Emotional Intelligence
What is quality guest service based off of?
Personal standards and experiences of the guests along with the reputation, ratings, and reviews
What is the term for someone who serves the external costumer?
Internal costumer
Where was Ant-Man in “Avengers: Infinity War”
He was stuck in the quantum realm
“Ever since I left the city you
Got a reputation for yourself now”
“Everybody knows and I feel left out
Girl, you got me down, you got me stressed out”
What are the 5 areas of emotional intelligence?
Motivation, self-regulation, social skills, self-awareness, empathy
When is it okay to ask a guest to leave?
When the guest is threatening to harm themselves/others, when they do something illegal, or causing a major disturbance
What is service recovery?
The process of correcting errors in a guest service experience
What were the 6 infinity stones?
Soul, mind, reality, time, space, power
“Strength and guidance
All that I’m wishing for my friends”
“Nobody makes it from my ends
I had to bust up the silence”
What are all the 5 basic human needs in order?
Physiological, safety, love and belonging, esteem, and self-actualization.
What are the 5 stages of the guest cycle?
Pre-arrival, arrival, occupancy, departure, post-departure
What do service recovery systems need to include in their model?
Listening to the guest and understanding their problems, fixing the problem, adding something extra, and recording the incident
What does S.H.I.E.L.D stand for?
Strategic, Homeland, Intervention, Enforcement, and Logistics Division
”Rest in peace Mac Dre, I’ma do it for The Bay, okay
Gettin’ paid, we’ll holla whenever that stop”
“My team good we don’t really need a mascot
Tell Tune, light one, pass it like a relay”