Chapter 4 - HPT Guest Service GOLD

What is the primary goal of the ADA?

In what year did the Americans with disabilities Act get signed into law?

To advocate or form an opinion is to done in the pre-arrival stage.

Fault imposed against a business for negligent activities.

What are items that typically make international travels feel uncomfortable?

Which is not a good example of GSM measurement tools?

Seamless Guest Experience is based on:

What are the two concepts of brand awareness?

A particular product or company associated with a name, logo, or unique characteristic.

Which is NOT a form of popular trends in travel?

Which is NOT a reason why guest experiences differ?

Increased financial success depends on a source of repeat business.

The "Delight" element of the GOLD service means to"

For businesses to successfully measure guest satisfaction, GSM should be conducted regularly.

What is an added item that could make a guest feel uncomfortable about their surroundings?

Advocacy has two components:

The action of supporting a cause, situation, or need?

GSM stands for _____?

Which is NOT an essential soft skill of guest service?

How many guest service GOLD elements are there?

A professional certification shows:

The outcome that is desired during guest recovery is?

When apologizing, the employee should take full responsibility to satisfy the guests feelings.

The third stage of guest occupancy is to be engaged or participate.

The "A" from the LATE Model stands for ____?

When an employee chooses to do nothing regarding guest dissatisfaction, it is known as ____?

Something given or received as an equivalent to loss of guest service or inconvenience.

The "Initiative" effort in the GOLD service means to:

What are the two perceptions that employees must realize are important in the guest experience?

Something given or received as an equivalent for loss of services ______.

Which is NOT a need that was addressed in the civil rights law of the ADA?

Guest loyalty cannot be bought, it has to be ______?

When Listening(LATE), it is important to not interrupt the guest so all facts can be clarified.

To advocate or form an opinion is to done in the pre-arrival stage.

Besides guest satisfaction, GSM can also help determine: