Hospitality Cert Chapter 3 Review

When an employee is trusted and trained to handle problems that may arise with guests, that employee has been __________________ by their employer.

• Empowered
• Manufactured
• Cross Trained
• Paid

When is a guest experience "seamless"?

• When guests share comments about the property on social media
• When one guest departs and another arrives
• When guests do not experience any interruptions or issues on their visit
• When guest return to the same property next time

When making travel decisions, guest are most likely to trust information about a business from which source?

• The company's website
• User-generated reviews
• Marketing materials
• Employees of the company

Which is the proper order for the guest experience cycle?

• Pre-arrival, departure, post-departure, arrival, occupancy
• Departure, post-departure, arrival, occupancy, pre-arrival
• Pre-arrival, arrival, departure, occupancy, post-departure
• Pre-arrival, arrival, occupancy, departure, post-departure

A series of enhanced experiences provided to a guest by a hospitality employee is known as

• Quality Guest Service
• A Seamless Experience
• Service Recovery
• A Moment of Truth

During which stage of the guest experience cycle would a customer write a review of their experience at a hotel?

• Departure
• Pre-Arrival
• Arrival
• Post-departure

A father decides he is going to take his family on a trip to Disneyworld based on a promotional discount. He has just finished booking his airline and lodging reservations. Which stage of the guest experience cycle is he in?

• Arrival
• Pre-Arrival
• Occupancy
• Departure

What stage of the guest experience cycle deals with collecting payment for services provided?

• Arrival
• Pre-Arrival
• Departure
• Occupancy

The component of emotional intelligence that considers the feelings of others is

• Empathy
• Self-Awareness
• Motivation
• Self-Regulation

Which of the following is the first step in ensuring guest satisfaction in the hospitality industry?

• Offering discounts
• Identifying guest needs
• Providing complimentary services
• Minimizing staff interactions