HTMP Chapter 4 Review

Front

A particular product or company associated with a name, logo, or unique characteristic that serves to identify a particular product or company is called:

Back

A Brand

Front

For increased financial success, hospitality and tourism depend heavily on _____________ as a source of repeat business.

Back

Guest loyalty

Front

Providing guests with something worth remembering is known as: The trip experience, The guest exercise, The guest experience, The personal experience

Back

The guest experience

Front

Employees need to be able to see the guest experience from two different viewpoints: The employee’s perception of what is being provided, and the guest’s perception of what is being received.

Back

The employee’s perception of what is being provided, and the guest’s perception of what is being received.

Front

Why is the guest cycle different from the guest experience?

Back

Because of the difference in each person’s personality, background, and interests.

Front

The stages of the guest experience cycle are: Idea, decide, participate, advocate

Back

Idea, decide, participate, advocate

Front

What are the four steps to providing a seamless guest experience?

Back

Be outstanding at your job; Project a positive image and energy; Provide above-and-beyond service; and Show R.A.V.E.

Front

Which of these steps is not one of the four steps to providing a seamless guest experience: Be outstanding at your job, Provide above-and-beyond service, Show respect and value for everyone?

Back

Be on time for all your shifts

Front

Why was the hospitality and tourism industry one of the first to embrace and provide for guests with special needs?

Back

Because it was the right thing to do

Front

Guest Service GOLD focuses on the______________ key gold elements necessary for delivering the very highest levels of guest service on an ongoing basis.

Back

Seven