Hospitality - Chapter 2 Vocab

Someone who purchases products or services from a business.

• guest

• customer

• service encounter

• service

Employee who can anticipate customer needs.

• customer-focused employee

• customer service

• customer service plan

• service

Employees whose work rarely involves interacting with customers.

• back-of-the-house employees

• service

• word-of-mouth publicity

• empathy

Area in a hospitality business that guests usually see.

• customer-focused employee

• service encounter

• front-of-the-house

• back-of-the-house employees

Service that meets or exceeds customer expectations.

• critical moment

• back-of-the-house employees

• quality service

• customer-focused employee

Informal conversation people have about their experiences with a business.

• word-of-mouth publicity

• guest

• customer-focused employee

• quality service

Area in a hospitality business that guests usually do not see.

• front-of-the-house

• guest

• back-of-the-house

• front desk

Employees whose main function is to interact with customers.

• front-of-the-house employees

• empathy

• customer-focused employee

• empathy

Interaction between a customer and a staff member.

• service encounter

• customer satisfaction

• back-of-the-house

• quality service

The positive feeling customers have about a business that meets their needs.

• front-of-the-house

• customer service

• customer satisfaction

• empathy