EM & SRP

How many keywords do we have in our vision?

• 9

• 10

• 11

• 12

What is the meaning of ANTICIPATE in our vision

• Guests’ ever-changing beliefs in the way something should happen such as lifestyle choices

• Foresee what customer wants & needs and take actionForesee what customer wants & needs and take action

• People who buy or influence the purchase of your services

• To be greater than and surpass what is typical or the industry standard

What is the elements of Intuitive Service?

• Head , Thinking and Work

• Heart , Service and Thinking

• Hands, Helpful and Heart

• Head, Heart, and Hands

in RATER, Responsiveness means are

• The caring and individualized attention

  we provide to our guests

• Our ability to perform the promised

  service dependably and accurately

• Our willingness to help guests and provide prompt service

• The caring and attention

  we provide to our guests

MAGIC is the way to delivering _____________

• Vision

• Experience Matter

• Memorable Experiences

• Service

What is a complaint?

• A complaint is a negative letter about dissatisfactory service when needs are not met.

• A complaint is negative feedback about dissatisfactory service when needs are not met.

• A complaint is a confusing issue about dissatisfactory service when needs are not met.

• A complaint is negative feedback about satisfactory service when needs are met.

in HEART, Letter "H" means

• Help the complaint

• Hear the guest out

• Hold on until the guest is fine

• Help the company

What is the meaning of EMPATHY?

• Empathy is not to show an understanding of how someone is feeling by acknowledging their feelings

• Empathy is how we react to someone's feelings by acknowledging their feelings

• Empathy is to show an understanding of how someone is feeling by acknowledging their feelings

• Empathy is to waiting to understand of how someone is feeling by acknowledging their feelings

Ask questions to find out the details of the situation is a part / step of_____________

• Leading the team

• Resolve The Problem

• Handling guest check-in

• Delivering service

Before we thank the guest, we need to ____________________ first.

• Ask for satisfaction

• Help the guest

• Sending Compliment to guest

• Sending email to guest