Study the 11 critical moments in hospitality service for your exam. This guide covers guest arrival, service delivery, problem resolution, and creating memorable experiences.
Q: 6 characteristics of a customer-focused employee
Answer: Make immediate eye contactHave good postureSmile warmlyRespond quickly to requestsUse costumers nameAre cleaned and well groomed
Q: 11 critical moments
Answer: First call to the businessFirst view of the building entranceInteraction with the greeterWait for table or roomFirst moments at the table or in the hotel roomFirst encounter with bidders and serversEncounter with the managerArrival of foodVisit to the restroomPresentation of the check or billLast interaction with the server or front office staff
Q: Handling customer complaints
Answer: Listen with empathyAllow the customer to ventBe supportiveDo not blame someone elseHaw a positive attitudeOffer solutionsFollow through on the solution
Q: List the Marlowe level of human needs and what they include (bottom to top)
Answer: Physical(water, food, clothing, shelter, rest)Safety(freedom from danger, financial security)Acceptance (affection, approval, belonging)Esteem(self-respect, respect from others)Self-actualization (personal goals, help others)
Q: Hospitality
Answer: Meeting the guests with kindness and goodwill
Q: Hospitality industry
Answer: All businesses that provide services for people away from home; also called travel and tourism
Q: Food and beverage industry
Answer: Businesses that prepare food for customers
Q: Lodging industry
Answer: Businesses that provide overnight accommodations
Q: Travel industry
Answer: Businesses that physically move people from one place to another
Q: Tourism industry
Answer: Businesses that organize and promote travel and vacations
Q: Pleasure or leisure travel
Answer: Travel done for relaxation and rest
Q: Package
Answer: A trip that includes several segments of the hospitality businesses
Q: Chain
Answer: A business that has more than one location under the same name and ownership
Q: Brand
Answer: A name, logo, tag line, or any combination of these hat distinguishes a produce from its computers
Q: Franchise
Answer: The right to the to do business using the bran and products of another business
Q: Franchise agreement
Answer: The legal document that sets up a franchise; includes rules and standards that the franchisee must follow and the franchise fee
Q: What’s in the umbrella of hospitality
Answer: Travel and tourismLodgingRecreationFood and beverage
Q: Why is the hospitality business diverse
Answer: It includes many business that are different form each other
Q: Customers/guests are….
Answer: Diverse
Q: Employees are….
Answer: Diverse
Q: Food and beverage provides ___% of all meals
Answer: 76%
Q: Hospitality is a “___”
Answer: People serving people business
Q: ____ is the heart of the hospitality business
Answer: Service
Q: How many people work in the hospitality business
Answer: More than 18 million
Q: The hospitality industry generates how much $ each year
Answer: More than $1 trillion
Q: The money that flows through the industry becomes
Answer: Wages of the workersProfits of the hospitality businessTaxes paid to the government
Q: Service
Answer: Activity that is done for another person
Q: Customer service
Answer: The total customer experience with that business
Q: Empathy
Answer: The ability to put yourself into someone else’s shoes and know how that person feels