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89 Cards in this Set
- Front
- Back
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what can the flow of business be divided into that has been traditionally associated with the hospitality industry? |
It has been divided into four stages- guest cycles. |
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what is the goal of the stages? |
the goal is a seamless guest experience, during the guest cycle. |
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what is the guest cycle: |
Pre arrival, arrival, occupancy, departure |
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how does the guest cycle help? |
it helps the employees to efficiently serve guest with a clear understanding of the flow of the guests personal and business needs duing each guest cycle. |
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what else does the guest cycle help in doing? |
the guest cycle also helps to guarantee that all finanacial transaction occur at the correct time and are proccessed accurately |
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what is a guest cycle? |
It is a step by step process a guest goes through during a hotel stay. |
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what is seamless guest experience? |
it is a smooth flow of guest activity from one to another without disruption, resultin in an overall positive feeling of satisfaction. |
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pineapple fun fact; when and by who was the Willard Intercontinental washington Hotel build? |
It was built in 1816 by Colonel John Tayloe 3rd. |
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Where is the Willard Intercontinental Washington Hotel located? |
It is located within a block of the White House. |
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who has this historic property played a host for?
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It played a host for Dr. Marting Luther King, jr. where he finished writting his "I Have a Dream". And where Julia ward who wrote "The Battle Hymn of the Repulic.
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what is Pre-arrival, Arrival, Occupancy, and Departure for Hotel? |
Pre- arrival is reservation Arrival is check in occupancy is stay Departure is Check out |
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what is Pre- Arrival, Occupancy, ad Departure for a restaurant |
Pre-arrival is dinin reservation Arrival is be seated Occupancy is dining experience Departure is pay bill |
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What is Pre-Arrival, Arrival, Departure for rental? |
Pre-Arrival car reservation Arrival is pick up car Occupancy is use of car Departure is return car |
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What is Pre-arrival, Arrival, Occupancy, and departure for Theme Park |
Pre-Arrival is ticket ordering Arrival is enter main gate occupancy is time in park Departure is leave the park |
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what does Pre-Arrival Include? |
It includes all things a guest does before leaving home. |
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what do guest do before leaving home? |
they make plans, reservations, and important financial decisions. |
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What is the accomplishment during the Pre-Arrival Stage |
Destination: where they plan to go. Departure: when they plan to leave. Return Date: when they plan to return home. Transportation: What they plan to use to get there and back. Length of stay: how long they plan to stay. Avtivities: what they plan to do during there stay. budget: how much they plan to spend. Price: cost of each item and if it fits in the budget. Method of Payment: how they will pay for everything. |
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Why is the Pre-Arrival stage important to the success of any bussines? |
this is impotant because this is the time when advertising and marketing need to attract the guests attention and ifluence the choices made during this time. |
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What did hotels recognize and do during the guest cycle? |
They recognized this need and came up with many varieties of advertisments and marketing tools during the guest cycle. |
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what was the goal for marketing and advertisment in the guest cycle |
It was to convert guests stay inquiries into guest room bookings |
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What is the Arrival stage? |
This is when a guest arrives at a destination expecting to recieve the service requested or decided during the pre-arrival stage of the cycle. |
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why is it a moment of truth for many businesses? |
This is because the business has to be capable to provide the service that was promised to the guest during advertising, marketing and direct contact offer. |
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what does the Arrival stage depend heavenly on? |
This depends on well trained employees to provide guests with positive and problem free experince. |
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what do guest who are loyal act as? |
guest who are loyal act as free marketing when they share their experince with family and friends. |
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When does the stage of occupancy begin? |
It begins when the guest enter the guest room, sits in a restaurant dining room, drives away in the car, walk in the first guest area of the attraction. |
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During the time of occupancy what do the guest expect to be immersed in? |
they expect to be immersed in the experince so they may see, do, eat, and explore during the time of occupancy. |
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What is the important thought of all employees and business during the occupancy? |
The most important thought for all employees and businesses is to deliver guest experience promises made during the Pre-Arrival and Arrival stages. |
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Exceptional Guset service must be delivered to? |
Exceptional guest service must be delivered to ensure guest's thought and decisions to be positve and focus on how much they like everything. |
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how many dilikes does it take to cause a guests thought to take a negative turn? |
it only take one dislike to cause a guest's thought to take a negative turn. |
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what must businesses do to give guest and exceptional service? |
businesses need to make sure employee are trained well, skilled at their job, and have strong understanding of the importance of providing exceptional guest service. |
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what is Lost guest loyalty equals lost bussiness? |
This the responsibilty of every employee to send departing guest aways with the best experince and stories to share with family and freinds. |
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what is the moment of truth? |
is critical moments when guests and staff interacts, offering opportunities for staff to make a favourable impression correct mistakes and win repear customers. |
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What is the departure stage? |
The departure stage is when guests conclude their bussiness or experience followed by leaving the location/ |
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during the Departure stage of the Guest cycle less likely to recieve by a bussines emplyee? |
During this stage of the guest cycle it is more likely to recieve the least amount of effort by a business emplyee. |
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What is departure not the only time to do? |
Departure is not the only time to collect payments and send their guest on their way. |
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what are the other things that happen during the departure stage? |
. Documentation showing bill settlements . A warm good bye . A follow up from the business to make sure the guest was satisfied with the service recieved. |
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what are the two components of Departure? |
. Getting the business of payment completed . Emotionally engaging guests about the memories of the experience recieved. |
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what is the steps of departure stage? |
. Collect payment . ask guest about their experience . Settle bill . ask guest to share a fond memory . provide guest with bill documentation . give guests a moment to shift to departure mode . follow up with the guest to ensure satisfaction . look for marketing opportutnities. |
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why do they prefer to call them guest in the hospitalty and tourism industry? |
the guest fits in well, if we call them customer or client it would feel more like a bussiness. |
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what is the idea behind the Guest concept? |
every business should act as caring hosts to all guests, this will remove cold, formal feelings from all business enteractions and raise them to a level of guest quality. |
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what is guest quality? |
is the series of enhanced experiences provided to guests by hospitality emplyees to raise level of guest satisfaction. |
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The quality of guest service should make the guest feel |
Respected valued appreciated important welcomed |
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what is the quality of guest service considered to be by the hospitality and tourism to be? |
the quality of guest service is concidered by the hospitality and tourism to be the entry level form of guest service. |
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what does guest service on the very higest level require emplyees to do |
Guest service on the very highest level requires employees to develop soft skills that go above and beyond the basics and deliver exceptional service. |
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what is job performance stadard? |
is a set of goals, objectives, and other elements that can be applied by emplyers to determinethe level of performance acheived by each emplyee |
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how does the concept of hosting work? |
Accomodation- where you will welcome guests into their home, aways from home for the night. food and beverages- where you are inviting guests to dine with you. transportation- where you are offering certain guest can get from one palce to another Attraction- where you invinte guest to share or enjoy a day or night entertainment with you. |
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International traveling is one of the what? |
International traveling is one of the fastest growning encomic sectors of the hospitality and tourism industry. |
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Today the volume of tourism is equal to or surpasses what? |
Today the volume of tourism is equal to or surpasses the export of food, oil, auto in counties such as Japan china and united states. |
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how many percent of world wide job growth is there and icrease of? |
there is a 5% increse of world wide job growth per year. |
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what does the economic strength of global tourism depend on? |
it depends heavinly on quality of gust experience, and experience recived by tourist. |
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what is Guest diversity? |
respecting and valuing the diversity of todays traveling public can be complicated one must understand the country or region of the world the guest is traveling from and the purpose of the visit. |
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what are the factors that guets have of their own expectation? |
.personality .Life experience . education . descretionary money |
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what is discreationary item? |
this is money left after necessaties such as food, housing and clothing have been paid for that can be spent on luxary items and vacations. |
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what do guest want find a balance between? |
what they know and do not know new and familiar experiences what s comfortable and what is completely different from anyhtingthey have seen, eaten, or been and stayed at |
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for increased financial business success, hospitality and tourism depend on what to bring the source of repeat bussiness |
For increased financial business success, hospitality and tourism depend heavenly on guest loyalty as a source of repeat bussiness.q |
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what are some of the rewards that business or brand gives to guests who do repeat business? |
free air line mile free night in a hotel exclusive dining offer |
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what must the company provide guest worth remebering? |
they must provide them with the best guest experience. |
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what does every person want to have while staying with, dining at, traveling on or being entertained by the business? |
they want to have positive experince while doing all this. |
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how would hardwork and dedication pay off for someone building a career in hospitality? |
. willingness to work hard . Dedication to grow in the career of hospitality . growth in leadership skills . Active participation in professional organizations. |
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what is a brand? |
is particular product or company assoociated with a name, logo our unique characteristics that serves to identify that particulary product or company |
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what does the guest cycle meant to guest? |
to guest, the guest cycle means nothing. |
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what to do they see in the guest cycle? |
they see everything in the guest cycle as one seamless experince. |
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what do employees have to do at the same time? |
employees have to conduct business of the guest cycle and at the same time they have to provide exceptional guest service. |
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what do employees need to do and ehat is their responsiblity? |
employees need to see the experience from two different view points, and it is the employees resonsibilty to realize the two perceotions are runnning parallel from each other and try to make them match as possible. |
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what are the two view points? |
the employees perception of what is being provided the guests perception of what is being recieved |
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what is the goal of all guest cycle? |
the goal of all guest cycle is to be the same. |
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why do the experience very for every guest
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the experience will vary for each guest becasue of the different choices made during their stay. |
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what is the stage of the two cycle? |
Guest esperience cycle- idea (show interest) decide- (commit to idea) Participate (be engaged) Advocate ( form opinion Yes/no about loyalty Guest cycle: Pre arriva, arrival, occupancy, Departure. |
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why is consistency necessary diuring the guest cycle> |
Consistency guarantees process are performed corectly each time, tasks are performed at the right time guest feel equally valued and appreciated Guest experience a smooth flow of one segment to the next during the experince |
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what is seamless guest experince based on? |
seamless guest experience is based on the simple idea of making certain that guest cannot tell when they shift from one part of the cycle to another. |
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How does a guest service professional accomplis providing a seamless guest experince? |
be outstanding at your job project a positive image and energy provide above and beyond service show respect and value for everyone |
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what was the hospitality and tourism industry the first to embrace? |
tey were the first to embrace and provide for guest with special needs to show they respect and value everyone. |
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when was the ADA signed into law |
the American disabilty act was signed into law in 1990 |
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what can guest diverstiy mean? |
that can they are international travelers, special needs guests, bussiness travelers, vactioners, honeymooners or frequent travelers |
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what are the two things guests must feel when they arrive at the destination? |
they must be felt welcomed and also they must be feeling comfortable. |
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what are some of the infrequent feel of uncomfortable for guests |
language barrier not able to speak the local language change in diet lack of knowledge aboutthe local cuisine transportation concerns, making arrangement to visist the local areas. |
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what is guest serviice in both the hospitality and tourism industry? |
guest service is the key element in both hospitality and tourism industry |
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what is it considered as |
it is considere as an essentail soft skill to anyone wihing to to have a long and successful career in either sgment ot the indsutry. |
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what are the guest service basics? |
. wear a smile and be polite . make eye contact . use the guests name .wear your name at all times .present a professional appearience Treat guest as individuals Make guest feel special Meet and attempt to exceed expectations |
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what are the seven elements of guest service |
Authenticity: keep it real Intuition: Read the need Empathy: use your heart Champion: Be a guest hero Delight: Provide a surprise Delivery follow through initiative make the effort |
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can guest loyalty be bought and why? |
no guest loyalty cannot be bought, this is because it has to be earned by eliminating sources of disatisfaction. |
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what is Advocacy? |
the action of supporting a a cause, situation, or need based on the facts and feelings of those involved. |
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what is compensation |
something given or recieved as an equivalant for loss of services or guest inconveniences |
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what are the three types of outcomes during a guest recovery situation |
Lose/ lose: everyone involved loses and nothing is resolve Lose/ win: there is a winner and a loser and the problem is half solved win/win: the issue is resolved in a way everyone can live with |
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what is the common model used in win/win out comes? |
the late is used in win/win out comes |
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what is L.A.T.E |
Listen apologize thank ensure satispfaction |
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what is Liability |
the fault imposed against a bussines for ijuries that occured on the business propert or as a result of negligent activites by emolyees |
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what does the word advocacy traditionally mean? |
the word advocacy traditionally means a persone has become the champion of something or someone such as a personel beliefs. |
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what are the two components ofadvocacy? |
the advocacy of a loyal guest who brings in repeat or new business The advocacy of the emplyee acting on behalf of the guest and their emolyee |
