3RD PERIODIC EXAM - THC 3

Invest in developing employee skill sets by sending employees to conferences and continuing education courses.

• Hire and Train with Care

• Foster Commitment

• Develop a Story

• Bring Your Story to Life

You should quiz candidates about their capacity for attention to detail

• Hire and Train with Care

• Foster Commitment

• Develop a Story

• Bring Your Story to Life

It is an experience of feeling valued or heard. Sometimes it's an intangible component of why a guest may prefer one tourism or hospitality provider over another.

• Customer Relationship Management

• Quality customer service

• Respond to guest feedback.

• Loyalty programs

Invest in developing employee skill sets by sending employees to conferences and continuing education courses. If you expect employees to deliver a certain experience to customers, you need to make that experience a reality throughout the company.

• a. The statement is correct.

• b. The statement is incorrect.

These are tools used by businesses to select customers and maintain relationships with them to increase their lifetime value to the business.

• Customer Relationship Management

• Quality customer service

• Organizational culture

• Loyalty programs

It refers to the beliefs, values and attitudes that define a company

• a. Customer Relationship Management

• b. Quality customer service

• c. Organizational culture

• d. Loyalty programs

Building positive relationships with loyal customers may include the following EXCEPT.

• a. Managing service encounters: training staff to provide personal service to customers.

• b. Providing customer incentives: inducing customers to frequent the business.

• c. Special services are not available: the hotel doesn't offer enhanced services or extra offerings to loyal customers.

• d. Developing pricing strategies to encourage long-term use: offering repeat customers special prices or rates.

Complimenting someone on a job well done may seem like a simple thing.

• Praise their work.

• Recognize their achievements.

• Reward effort

• Give them space

Telling your employees that you'll be nearby if they need help but wait for them to come to you.

• Praise their work.

• Recognize their achievements.

• Reward effort

• Give them space

Recognizing them with an employee-of-the-month award, or commend them at staff meetings. .

• Praise their work.

• Recognize their achievements.

• Reward effort

• Give them space