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62 Cards in this Set
- Front
- Back
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If reality exceed expectations what would guests rate the experience as? |
they would rate it as exceptional or excellent |
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If reality matches expectations, what would guests rate the experience as? |
The would rate it as satisfactory |
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If reality is less than what is expected, what would guest rate the expereince as? |
they would rate the experience as poor. |
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Who's expectation counts the most, the person providing it or the person recieving it? |
The expectations to the person recieving the servic ecounts more. |
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To often manager assume that if they think they are providing a positive guest experience then it must be so True or false? |
True. |
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Manager have a difficult time recognizing that their perceptions may differ considerably from those of their guests. True or False? |
True |
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To ensure that they are providing the best guest service possible what must managers do? |
they must continously monitor how well they are meeting guest expectations. |
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Is it True or False that part of providing a positive guest experience is making sure the guest feel welcome? |
It is true that part of providing a positive gueast expereince is making sure guest feel welcome. |
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What is the goal of every hospitality and tourism |
The goal of every hospitality and tourism is to make sure that guests from a variety of backgrounds feel comfortable . |
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Following what principle can help managers and employees meeth the diverse need of their guests? |
Following the R.A.V.E principle can managers and employees meet the diverse needs of their guests. |
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What does R.A.V.E mean? |
It means to Respect and Value Everyone from where they come from, their personel beliefs, and life expereinces they may have and the expectations they bring with them when they travel. This means being inclusive. |
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where must inclusiveness start in the hospitaltiy and tourism? |
Inclusiveness must start at the highest level of the organization and cascade down to the employees and guests. |
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How can managers set the tone? |
they can set the tone by modeling inclusive behavior. |
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How can new and current employees learn the importance of respecting and valuing each other and the property's guest? |
They can learn the emportance of respecting and valuing every one through: . Effective orientation . Training programs. |
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How can hospitality and tourism organizatons realize a substantial benefit? |
they can realize a substantial benefit from successfully managing the guest expereince to embrace inclusiveness. |
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True or False guest who feel comfortable throughout their expereince are more likely to return to and reccommend the property to their friends and family? |
True. |
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Discrimination under the ADA includes: |
. Denying or providing seperate or equal access to goods, services and accomodation based. . A failure to have phsical facilities that are accessible to individual wiht disabilities. . A failure to provide auxilary aid and services, where necessay, to ensure that individuals with disabilities have equal acces to public accommodations. . A failure to make reasonable modifications make policies, prctices and procedures to ensre that individuals with dissablities have equal acces to public accommodations. |
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There are a variety of special accomodations that hospitality and tourism businesses provide under the ADA such as: |
. Allowing service animals on the property. . Accessible guest rooms with walk in showers . Hand grips or bars for showers and toilets. . Wider doorways aisles . Lowered peepholes, door locks. .Teletypwriter (TTY) communication kits; Brailles. . Buses and shuttles with the ability to kneel or lowere to curbs. . ramps or lifts. |
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Guest have certain expectations when they interact with any hospitlaity and tourism business. TRUE OR FALSE: |
True. |
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What are the variety of factors that expectations can be based on? |
. The type of property or business. . Price . Previous expereince . Recommendation. |
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Before organizations worry about meeting these expetations they must ensrue that they are meeting guests basics needs, what does this include? |
. Safety and security: Guests need to feel that proper measure have been put in place to guarantee their safety. . Cleanliness: walking into a clean hotel room or restaurant will immediately help guest feel comfortable. . Good repair: all facilites and equipment should be fully operational. . Service: Basic courteasy and respect should be shown to each guest. |
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True or false? taken together these needs form a set of standards. |
True |
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------ are the foundations of providing a great exeperience? |
Property standards are the foundations of providing a great experience |
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Basic requirements set to ensure safety, cleanliness, and good repair that all employees are expected to meet is known as what? |
Property standards. |
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What could property standards include? |
property standards to include anything from green practices to what temperature to wash dishes to how to greet guests when they walk door. |
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what is the formual for property standards? |
Standards + procedures = success. |
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Is it True or false that propery sptandards in hospitality and toursim tend not to be similar> |
False. |
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What could be one reason for doing a batter job then others? |
is that procedures employees ust to meet those standards can be very different or sometine non-exisitent. |
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Give an example? |
A property standard in a hotel might be to maintain clean bathtubs: . Bathtub is cleaned daily. . Bathtub is free of hair scum, and mildew. . Fixtures are shiny and spot free. . Water runs clearly through a drain. |
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What empowers employees to meet the property standards everytime? |
Creating clearly laid procedures. |
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Procedures explain how to complete a task and should be presented in a logical order. Procedures for cleaning a bathtub include: |
. Select the right tools and materials. . Remove all hair from the debris and drain. . Scrub the inside of the tub with cleaner and sponge . Scrub the exterior of the tub and plumbing fixtures. . Rinse thoroughly with hot water. . Dry all surfaces wiht a cloth . Polish all fixtures with a dry clean cloth. |
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Once solid property standard are in place what happens next? |
An effective property standard should be implemented. |
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What will proper training allow employees? |
Proper training will allow employees to meet property standards in a timely and effective manner. |
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Training will help employees have a clear understanding of: |
. The properties standards, . Procedures in order to follow to meet the standards. . How property standards are measured. . Why meeting property standards improve the guest expereince. |
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Why does training programs often fail? |
Training programs often fail because they don;t provide the right information at the right time. |
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What is the goal of training? |
The goal of training should be to give employee what they need in order to their. |
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what allows managers to practice time management? |
Delivering small pieces of informations at various points allows managers to practice time management. and also allows them the opportunity to offer follow up pointer, suggestions and correction. |
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What creates a consistent guest expereince? |
Effective training that does not end when the sessions ends will create a consistent guest expereince. |
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Once a property standards are put into practice, |
a survey of the organization's progress show an improved guest expereince and an increase in guest loyalty. |
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Hospitality and tourism are constantly evolving to keep up with the needs and expectations of guests. For this reason, Managers and employees should not continually to evaluate their product and services. TRUE OR FALSE: |
False: they have to continually evaluate their product and services. |
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The tool used to measure guest satisfaction is known as? |
Guest Service Measurement. (GSM) |
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A process used to measure guest satisfaction is know as what? |
Guest Service Management. |
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GSM evolve determining guests needs and expectations and whether they are being met through a process such as follow up cards and ------- |
Guest comment Cards. |
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What is known for guests to provide feedback to business about the guest expereince? |
Guest comment cards. |
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what does a well guest comment card provide |
. It provides businesses vital information . shows that an organization care for thier guests . offers guests a hassle-free way to give feedback. |
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Where are guest comment cards available? |
They are availbale in hotel rooms on the table at restaruants employees might direct guests to fill out a comment card. |
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GSM is useful when it is not used properly? TRUE OR FALSE: |
FALSE, If GSM is used properly it will be useful. |
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What does the management team do with the data collect from the GSM? |
The data collected is analzed to reveal weak spots in the services. |
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The ability to provide the very highest level of guest service at all times is a talent that everyone in the hospitality and tourism must work to ------- |
Develop. |
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Providing first rate guest service is not about have one quality or skill it about -------- |
Creating a memorable guest expereince. |
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What is the one element that ties together all the other parts of the business> |
Exceptional guest service the one element that ties together all other parts of the business. |
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Monique recognizes the importance of professional development. Curently, she is participating in the Guest Service Gold program offered by the Hotel & Lodging Educational Institute. Once she completes the program and passes the exam, she will recieve a particular designation what is it called? |
Certified guest service professional . |
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How can a property become a ceritfied guest service property or partner? |
A property can become a Ciretified Guest service partner by having all front lined employees recieve their GCSP designations. |
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Successful organzations will recieve a Cirtified Guest Service pARTNER property cirtification plaque to display prominently in recognition of their commitment to providing ------- |
Exceptional Guest service. |
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Guest service GOLD focuses on seven key elements require to deliver what? |
Excellent guest service on an ongoing basis. |
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What are the seven elements of Guest Service GOLD? |
Authencity: Keep it real Intuition: Read the need Empathy: Use your heart Champion: Be a guest hero Delight: provide a surprise Delivery: follow through Initiative: Manke the effort. |
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Managers should focus on providing consistent, ongoing taining to employees by keeping them motivativated to continue providing a gold level of sevice: what are the few ways to do it? |
. Hold pre-shift meetings: After employees complete the initial trianing, use these short meeting to remind employees of the most improtant emlements of Guest Service Gold. . Inspire with personal anecdotes: Use stoies from your own expereince and career to inspire employees to perform at the highest level. . Encourage employees to share their stories: Employees may want to share a story about how they or a co-worker made a guest's experience special. . Be a resource to your staff: ask staff if they have everything they need to do thier jobs. . Observe employee performance: Create a checklist to help you keep track of how well each employee is performing. Give guidelines if you correct performance tell people how they can do better . Show employees that they are valued: Prase staff for a job well done, make sure that your praise is meaningful and specific. |
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The health and envirometnal benefits of green practices include: |
. Improved air quality . Reduce water and energy use . Reduce carbon foot print . Reduced exposure to dangerous chemicals . Conservation of natural resources. |
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The total green house gas emmisions cause by an organization is known as what? |
Carbon foot print. |
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The economic benefits fo green practices include: |
. Energy savings ( electricity and water) . Higer price point and increased profitablity for green products and services. . Reduced waste disposal costs . Incrased market competitiveness. |
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Leaders in every segment of the hospitlaity and tourism industry must be aware fo the benefuts of going freen and ways to promote green practices in their organization. TRUE or FALSE? |
tRUE. |
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The role of management is to? |
Identify the cost and benefits of green practices: Some managers are hesitant to incorproate green practices into their organizations because thier initial start up costs may seem high. Create a strategic vision: Manager must develop strategic goals and a clear action plan, which will help set the direction for all other activities. Encourage company wide participation in green initiatives: it is essential to have buy in from everyone accross the organization, from upper management to front line employees. Manager the implementation of green practices: Managers should strive to create a culture of Sustainablity. Every team member must be invested in the succes of the initiative. Monitor the results: Mangers should track the costs and savings to understand how green initiatives impact the bottom line. |
