3.1.
What are the basic needs from Maslow's Hierarchy of Needs?
Physiological and Safety Needs
What is the guest experience cycle?
a five-stage cycle of a guests interaction with a hospitality operation.
What is a traditional customer called?
external customer
What is a reputation management?
something that is subjective in the eyes of the guest
What are influencers?
People with social media accounts, who have large numbers of followers
What is the highest point of self-fulfillment called in Maslow's Hierarchy?
Self-Actualization
What is the part of the Post-Departure?
relationship management, surveys, encourage reviews, solicit feedback,
How is the process of correcting errors in a guest service experience called?
Service recovery
How is a good reputation earned?
hard work and offering excellent guest service
Why do businesses do online reviews?
to personalize guest experience
What is the difference between primary and secondary research?
primary research is conducted by you, secondary by someone else
What is a seamless experience?
A seamless experience is when the guest goes through the whole cycle without any interruption or issues
What is empowerment?
ability for a front line employee to make decisions on behalf of the guest, with support from the management
What are the 5 levels of satisfaction in a survey?
very satisfied, somewhat satisfied, neutral, somewhat dissatisfied, very dissatisfied
What are two ways how influencers work/ make money?
businesses pay them to promote their product or influencers promote their own product
What are the 5 parts of Maslow's Hierarchy?
Physiological, Safety, Love &Belonging, Esteem, Self-actualization
What are the 5 parts of the guest experience cycle?
Pre-Arrival, Arrival, Occupancy, Departure, Post-Departure
What is and example for internal customers?
waitstaff are the internal customers of the line cooks
On what two ways do surveys come to the guests?
Email, or on websites, post on social media
Why does social media has such a big impact?
What are the 5 parts of emotional intelligence?
Self-Awareness, Social Skills, Self-Regulation, Motivation, Empathy
What is the cost of error?
The total cost of losing a guest
What is something most service recovery systems involve? (name 1)
examples:
~listening to the guest
~understanding the guest
~fixing the problem
~adding something extra
~recording incidents
What are the legs of the three-legged stool for a business of satisfaction?
Profit, Guest Satisfaction, Employee Satisfaction
What is the best way to respond to feedback? (name 2)
ensure accuracy, collect facts, apologize, and report that you are working toward a solution