Guest Expectations + ______________ = Guest Satisfaction

Group of answer choices

ambiance

anticipated value

perceived value

associate friendliness

When you receive your monthly guest service scores for your venue and you've earned 92% Excellent Scores for the prior month you should do which of the following?

Group of answer choices

call a staff meeting and celebrate

nothing but re-evaluate and learn how you could have moved the other 8% to rate you higher

nothing at all; guest service between 70% and 99% is about the same

contact your owner and ask for an immediate raise in salary

About 13 to 16 guests out of every 100 arepurposefullyout to scam us and get something for free.

True

False

It isonlylikely for a guest to receive outstanding service at luxury brands. That's why Ritz-Carlton, Mandarin Oriental, Four Seasons, and others are the best at what they do.

Group of answer choices

True

False

Dr. Ricci gave two examples ofexcellence in guest servicefrom which organizations?

Group of answer choices

Walt Disney World, Universal Studios

Publix, Pet Supermarket

Publix, JetBlue

Marriott, Hilton

Everything about the quality of guest service is determined by?

Group of answer choices

the owner

the general manager

the brand

the guest

If you solve a guest problem efficiently, quickly, and delightfully...that guest may be evenmorelikely to use your product or service again than if he or she ever had a problem in the first place.

Group of answer choices

True

False

Any episode in which the guest forms an impression or mental note of your service or product may be termed?

Group of answer choices

a moment of truth

an instant of perception

a psychological footprint

none of the above is correct