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Which is an example of how technology has improved the delivery of guest service?
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?
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?
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?
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?
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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?
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?
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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?
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?
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What does Maslow's Hierarchy of Needs explain?
What does Maslow's Hierarchy of Needs explain?
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Match the following needs to their level on Maslow's Hierarchy of Needs:
Match the following needs to their level on Maslow's Hierarchy of Needs:
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When is a guest experience "seamless?"
When is a guest experience "seamless?"
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Which is an example of secondary research?
Which is an example of secondary research?
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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
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
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Which is an example of meeting a physiological need?
Which is an example of meeting a physiological need?
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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 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?
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A college student is given four tickets to a sold-out concert. Which need is the student fulfilling?
A college student is given four tickets to a sold-out concert. Which need is the student fulfilling?
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Which activity is part of the pre-arrival stage?
Which activity is part of the pre-arrival stage?
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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
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
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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?
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?
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Why is proper housekeeping important for a guest's experience?
Why is proper housekeeping important for a guest's experience?
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First and foremost, which needs are guests motivated to meet?
First and foremost, which needs are guests motivated to meet?
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Which of the following is not an acronym used as a service recovery model?
Which of the following is not an acronym used as a service recovery model?
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Which is a way to evaluate guest satisfaction?
Which is a way to evaluate guest satisfaction?
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Problems can arise in any business. Some problems are small; others are major. What tool can help a company determine which issue to prioritize?
Problems can arise in any business. Some problems are small; others are major. What tool can help a company determine which issue to prioritize?
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When making travel decisions, guests are more likely to trust information about a business from which source?
When making travel decisions, guests are more likely to trust information about a business from which source?
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A series of enhanced experiences provided to a guest by a hospitality employee is known as
A series of enhanced experiences provided to a guest by a hospitality employee is known as
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During which stage of the guest experience cycle would a customer write a review of their lodging experience?
During which stage of the guest experience cycle would a customer write a review of their lodging experience?
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What is service recovery?
What is service recovery?
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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?
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?
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Guests at your hotel ask about dining experiences and available attractions in your area. You should
Guests at your hotel ask about dining experiences and available attractions in your area. You should
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Which of the following is part of the 7 competencies of Guest Service Gold?
Which of the following is part of the 7 competencies of Guest Service Gold?
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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 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
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A time when guest service expectations are met or not met is called a
A time when guest service expectations are met or not met is called a
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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
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
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Which of the following is an example of empowerment in a hotel?
Which of the following is an example of empowerment in a hotel?
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The component of emotional intelligence that considers the feelings of others is
The component of emotional intelligence that considers the feelings of others is
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Self-awareness, self-regulation, social skills, empathy, and motivation are components of
Self-awareness, self-regulation, social skills, empathy, and motivation are components of
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Match the following with the correct level in Maslow's Hierarchy of Needs:
Match the following with the correct level in Maslow's Hierarchy of Needs:
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Study Notes
Guest Service Technology
- Technology improves guest service delivery through examples like using plastic guestroom keys, ordering room service with robots, or making restaurant reservations over the phone.
Guest Experience Cycle Stages
- The guest experience cycle includes stages like Pre-Arrival, Arrival, Occupancy, During the Stay, Pre-Departure, and Departure.
- Collecting payment falls under the Occupancy stage.
- Problems arise during 'Pre-arrival' stage when the husband's reservation encounter difficulties at a Trattoria
Caleigh's Catering Feedback
- Caleigh's Catering received a critical review on social media.
- The recommended response is to contact the customer offline and follow up.
Guest Service Procedures
- Guest service procedures include prompt service and keeping guest information and belongings safe.
- Post-departure is the appropriate stage for employee to follow established guest service procedures.
Maslow's Hierarchy of Needs
- Maslow's Hierarchy of Needs explains the needs and motivations of guests.
- The example provided involves a restaurant owner desiring more time for friends and family, highlighting the 'Love and Belonging' need.
Seamless Guest Experience
- A seamless guest experience occurs when guests don't encounter interruptions or issues.
- This happens during their whole stay, from the beginning until the end.
Secondary Research Examples
- Published reports, interviews, and surveys are examples of secondary research.
Jen's Coffee Shop Research
- Jen's Coffee Shop uses focus groups and one-on-one interviews with local business owners to gather information for future expansion.
- This falls under 'primary research'.
Physiological Needs
- Examples of physiological needs include lodging, food, rest, shelter and safe environment.
Guest Experience Cycle Stages and Interactions
- Examples in the text include booking airline and lodging for a family trip, which demonstrate the 'Pre-arrival' stage.
Guest Service Recovery
- Service recovery involves resolving guest complaints and restoring satisfaction.
- A service recovery model is a strategy for handling guest complaints.
Emotional Intelligence Components
- Self-awareness, self-regulation, social skills, empathy, and motivation are components of emotional intelligence.
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Description
This quiz explores the intersection of technology and guest service delivery, including examples such as plastic guestroom keys and robotic room service. It also covers the stages of the guest experience cycle, from pre-arrival to departure, and highlights the importance of effective guest service procedures. Additionally, it touches on customer feedback management in hospitality settings.
