TMQ 2

What is the primary focus of guestology?

• Analyzing market trends

• Maximizing profits only

• Understanding guest needs and expectations

• Studying employee behavior

Which stage of the guest cycle involves hotel registration?

• Pre-Arrival

• Arrival

• Occupancy

• Departure

What is meant by 'service setting'?

• The location of the service

• The staff involved in service delivery

• The type of service provided

• The technology used in service

What are 'moments of truth'?

• Interactions with automated systems

• Times when guests check out

• Moments of guest arrival

• Points where guests form opinions about service

Which type of customer is most likely to recommend a business?

• Wandering customers

• Loyal customers

• Need-based customers

• Discount customers

What does the term 'quality' refer to in the context of guest experience?

• The difference between expected and received service

• The price of the service

• The speed of service delivery

• The ambiance of the service setting

What is a 'zero moment of truth'?

• The time of service delivery

• The first impression formed online

• The moment of booking a service

• The final feedback given by a guest

Which of the following is an example of a negative moment of truth?

• A guest receiving a complimentary drink

• A delayed response to a booking inquiry

• A warm welcome at check-in

• A surprise upgrade to a better room

What is the role of internal customers?

• They are employees receiving services within the organization

• They are external clients purchasing services

• They are guests providing feedback

• They are competitors in the market

What is the significance of understanding guest expectations?

• To increase employee workload

• To enhance guest satisfaction

• To limit service offerings

• To reduce operational costs