Copy of Part 2 Fall 2025 Review Chp 1-12

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

• Arrival
• Occupancy
• Departure
• Post-departure

Problems can arise in any business. Some problems are small; others are major. What tool can help a company determine which issue to prioritize?

• Service recovery
• Cost of error
• Reputation management
• Moments of truth

A time when guest service expectations are met or not met is called a

• service recovery.
• hero movement.
• moment of truth.
• seamless experience.

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

• Pre-arrival
• Arrival
• Occupancy
• Departure

Which activity is part of the pre-arrival stage?

• Reserve car
• Pick up car
• Use car
• Return car

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

• a seamless experience.
• quality guest service.
• service recovery.
• a moment of truth.

Guests at your hotel ask about dining experiences and available attractions in your area. You should

• advise them to look at the brochures.
• suggest they talk to other guests.
• tell them to walk around the city to find restaurants and attractions.
• listen carefully to understand the guests’ needs and offer suggestions.

During which stage of the guest experience cycle would an employee follow established guest service procedures, including offering prompt service and keeping guest information and belongings safe?

• Arrival
• Occupancy
• Departure
• Post-departure

A group of guests is horseback riding down the cliffs of Rocky Mountain National Park. Their guide directs the group to stop and put down blankets for a picnic lunch. What stage of the guest experience cycle are the guests in?

• Pre-arrival
• Arrival
• Occupancy
• Departure

A guest goes to a restaurant to celebrate his birthday. The service and the food are exactly as the guest expected, and the guest doesn’t experience any issues. This type of experience is known as

• empowered.
• recovered.
• imperfect.
• seamless.