HTM Guest Services Review for 4.00 and 5.00 Flashcard

Front

What are the first needs that guests are motivated to meet?

Back

Physiological and safety needs

Front

What is an example of secondary research?

Back

A published report

Front

What need is a restaurant owner exhibiting if they want more time for friends and family?

Back

Love and belonging

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

Front

What is a "Moment of Truth" in guest services?

Back

A time when guest service expectations are met or not met

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

Front

When is the guest experience considered "seamless"?

Back

When guests do not experience interruptions or issues.

Front

What does service recovery involve?

Back

Resolving complaints to the guest’s satisfaction

Front

How is exceptional service defined?

Back

Service that exceeds guest expectations

Front

What does employee empowerment refer to?

Back

Ability of employees to make decisions for guests