HTM Guest Services Review for 4.00 and 5.00 Flashcard

Flashcard
•
Business
•
9th Grade
•
Hard
Wayground Content
FREE Resource
Student preview

19 questions
Show all answers
1.
FLASHCARD QUESTION
Front
What are the first needs that guests are motivated to meet?
Back
Physiological and safety needs
2.
FLASHCARD QUESTION
Front
What is an example of secondary research?
Back
A published report
3.
FLASHCARD QUESTION
Front
What need is a restaurant owner exhibiting if they want more time for friends and family?
Back
Love and belonging
4.
FLASHCARD QUESTION
Front
During which stage of the guest experience cycle would a guest write a customer review? Options: Pre-arrival, Arrival, During stay, Post-departure
Back
Post-departure
5.
FLASHCARD QUESTION
Front
What is a "Moment of Truth" in guest services?
Back
A time when guest service expectations are met or not met
6.
FLASHCARD QUESTION
Front
What is an example of a pre-arrival activity? Options: Checking in, Reserving a car, Writing a review, Dining at the hotel restaurant
Back
Reserving a car
7.
FLASHCARD QUESTION
Front
When is the guest experience considered "seamless"?
Back
When guests do not experience interruptions or issues.
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