What can a positive first impression lead your guest to experience? $($Select three$)$

Social prejudices

Social connection

Solidarity

Body language

Agreement

What is the most important thing that you sell in hospitality?

Product

Guest experience

Online reviews

Food

Penthouse suites

What are the four sectors of the hospitality industry?

Food and beverage

Accommodation

Recreation

Travel and tourism

Sales & Marketing

Revenue

Retail

How would you best describe service and hospitality?

Open$-$hearted and hopeful

Tasks & procedures

As an even$-$exchange

Physical & emotional labor

Select $3$ things guests want to feel:

Tolerated

Welcomed

Excluded

Desired

Wished for$/$Included

Guest feedback is completely about what?

You!

The hotel room

The guest's unmet needs

The need for sympathy

Why is personalized service so important to the guest experience?

Every guest is an individual

Every guest is the same

There are multiple contact points

The boss said so$!$

Who is the greatest contributor to influence positive guest experiences?

Back of house employees

Front$-$line employees

The guest themselves

The business owner

What techniques can you use to understand and assess your guest$$s needs? $($Select three$)$

Questioning

Body language

Listening

Validation

Timing

What are the five elements of hospitality?

Alcohol

Generosity

Food

Presence

Empathy

Optimism

Confidence