Guest Service Technology and Experience Cycle

Which is an example of how technology has improved the delivery of guest service?

What stage of the guest experience cycle deals with collecting payment for services provided?

A husband is attempting to make a reservation at Lucerne's Trattoria for his anniversary. The hostess keeps putting him on hold and when he finally makes the reservation, she cuts him off before he can request that a bottle of champagne be at the table when he and his wife arrive. He is unhappy before the evening even starts. A problem has developed during which stage of the guest experience cycle?

Caleigh's Catering solicits feedback on social media. A customer has posted a critical review on the site. Caleigh feels this is unjustified. How should she handle it?

During which stage of the guest experience cycle would an employee follow established guest service procedures, including offering prompt service and keeping guest information and belongings safe?

A restaurant owner who works 12 hours every day of the week wants to have more time for friends and family. Which need is he exhibiting?

What does Maslow's Hierarchy of Needs explain?

Match the following needs to their level on Maslow's Hierarchy of Needs:

When is a guest experience "seamless?"

Which is an example of secondary research?

Jen's Coffee Shop is conducting a series of focus groups with local residents to determine possibilities for future expansion. They are also doing one-on-one interviews with local business owners. These are examples of

Which is an example of meeting a physiological need?

A father decides he is going to take his family on a trip to a popular theme park destination based on a promotional incentive. He has just finished booking his airline and lodging reservations. Which stage of the guest experience cycle is he in?

A college student is given four tickets to a sold-out concert. Which need is the student fulfilling?

Which activity is part of the pre-arrival stage?

A server who has served a family their dinner goes over to check on them. The guests complain that their food was cold. The server apologizes and takes the plates back to the kitchen to heat. She also offers the family free desserts. This is an example of

As a couple checks out of the Hotel Meriden, the front desk agent asks them if their stay was satisfactory and if they need transportation. The agent thanks them by name and says that she hopes to see them on their next trip into Tulsa. This is an example of effective interaction during which stage of the guest experience cycle?

Why is proper housekeeping important for a guest's experience?

First and foremost, which needs are guests motivated to meet?

Which of the following is not an acronym used as a service recovery model?

Which is a way to evaluate guest satisfaction?

Problems can arise in any business. Some problems are small; others are major. What tool can help a company determine which issue to prioritize?

When making travel decisions, guests are more likely to trust information about a business from which source?

A series of enhanced experiences provided to a guest by a hospitality employee is known as

During which stage of the guest experience cycle would a customer write a review of their lodging experience?

What is service recovery?

A group of guests is horseback riding down the cliffs of Rocky Mountain National Park. Their guide directs the group to stop and put down blankets for a picnic lunch. What stage of the guest experience cycle are the guests in?

Guests at your hotel ask about dining experiences and available attractions in your area. You should

Which of the following is part of the 7 competencies of Guest Service Gold?

A guest goes to a restaurant to celebrate his birthday. The service and the food are exactly as the guest expected, and the guest doesn't experience any issues. This type of experience is known as

A time when guest service expectations are met or not met is called a

An employee works behind the scenes at The Yellow Brick Road theme park, providing support for the concessions. During his annual review, his manager notes that he needs to focus more on his team and on guest service. The employee complains that he doesn't deal directly with guests and so this shouldn't matter. He is forgetting about

Which of the following is an example of empowerment in a hotel?

The component of emotional intelligence that considers the feelings of others is

Self-awareness, self-regulation, social skills, empathy, and motivation are components of

Match the following with the correct level in Maslow's Hierarchy of Needs: