Understanding Guest Needs in Hospitality Unit 4.01

Which of the following is the lowest level in Maslow’s hierarchy of needs?

• Esteem

• Physiological

• Safety

• Self-actualization

What is the main purpose of primary research in identifying guest needs?

• To analyze existing data

• To collect new, firsthand information

• To review competitor reports

• To summarize published articles

Which of the following is NOT a component of emotional intelligence?

• Self-awareness

• Motivation

• Physical strength

• Empathy

In the guest experience cycle, which stage comes immediately after 'Arrival'?

• Departure

• Occupancy

• Pre-arrival

• Recovery

Which need in Maslow’s hierarchy is associated with feeling safe and secure?

• Esteem

• Safety

• Love and belonging

• Self-actualization

Which of the following is an example of a physiological need in hospitality?

• Providing a comfortable bed

• Offering free Wi-Fi

• Organizing social events

• Giving awards to guests

What is the main focus of secondary research in identifying guest needs?

• Conducting interviews

• Collecting new data

• Analyzing existing information

• Observing guest behavior directly

Which of the following best describes 'moments of truth' in guest service?

• Times when guests pay their bills

• Critical interactions that shape guest perceptions

• Moments when staff take breaks

• Times when guests leave feedback

Which stage of the guest experience cycle involves following up with guests after they have left?

• Pre-arrival

• Post-departure

• Occupancy

• Recovery

Which of the following is an example of a safety need in a hotel?

• Complimentary breakfast

• Secure door locks

• Welcome drinks

• Room upgrades