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Lesson 2
22問 • 1年前
  • Lovelyn Valenzuela
    • 通報

    問題一覧

  • 1

    defined guestology as the scientific study of the behaviors, needs, and expectations of people in a service environment, and how to use that knowledge to optimally manage a service organization.

    Guestology Dickson(2010)

  • 2

    the father of guestology, introduced has now become a science that deals with understanding the guest.

    Bruce Laval

  • 3

    entails studying the totality of the guest experience, from their expectations down to the results and feedback.

    Guestology

  • 4

    for customer satisfaction is really important in this case as this will be the platform for the design of the experience

    Planning

  • 5

    geared toward delivery of services in tourism and hospitality should always be careful not to over-deliver the said services.

    Establishment

  • 6

    should literally "wait" for their guest when dining in a restaurant.

    Food Attendants

  • 7

    is one of the primary responsibilities of a waiter and that he/she should be good at it.

    Anticipating Guest Needs

  • 8

    with concerns extending from small sized rooms to rooms with no modern technology

    Rooms

  • 9

    with comments ranging from staff being rude and no answers to questions posed

    Arrogant

  • 10

    mainly covering staff's failure to respond to guest complaints

    Failure To Respond

  • 11

    covering complaints such as late service or wrong room service and long process for check-ins/outs

    Poor Delivery

  • 12

    with criticisms on soiled linen, carpet stains, and hair trapped in bathtubs

    Cleanliness

  • 13

    with problems associated to the lack or inadequacy of toiletries and items in minibar

    Amenities and Utilities

  • 14

    with guests grumbling about having them charged extra for parking, Internet, gym, and the like

    Billing

  • 15

    otherwise known as guests and clients, in the hospitality and tourism business play a significant role in the operations.

    Customers

  • 16

    are actually the most important segment to please and should be one of the priorities in mind of a specific company.

    Loyal Customers

  • 17

    meanwhile, are the best type to do suggestive selling.

    Impulse Customers

  • 18

    Another type of customer which affects a company's inventory turnover is the

    Discount Customer

  • 19

    are called the need based customers.

    Customers

  • 20

    The last type of customer is the

    Wandering Customers

  • 21

    relation to quality, would entail the study of costs.

    Value

  • 22

    is a guest-centered or customer- centered industry, ultimately, it is the customer who defines value.

    Tourism and Hospitality Industry

    • NORTH AMERICA

    NORTH AMERICA

    Lovelyn Valenzuela · 30問 · 1年前

    NORTH AMERICA

    NORTH AMERICA

    30問 • 1年前
    Lovelyn Valenzuela

    Nicknames in Countries of North America

    Nicknames in Countries of North America

    Lovelyn Valenzuela · 29問 · 1年前

    Nicknames in Countries of North America

    Nicknames in Countries of North America

    29問 • 1年前
    Lovelyn Valenzuela

    Cruise Ship Industry

    Cruise Ship Industry

    Lovelyn Valenzuela · 36問 · 1年前

    Cruise Ship Industry

    Cruise Ship Industry

    36問 • 1年前
    Lovelyn Valenzuela

    Land Transportation

    Land Transportation

    Lovelyn Valenzuela · 45問 · 1年前

    Land Transportation

    Land Transportation

    45問 • 1年前
    Lovelyn Valenzuela

    Travel Documentation

    Travel Documentation

    Lovelyn Valenzuela · 17問 · 1年前

    Travel Documentation

    Travel Documentation

    17問 • 1年前
    Lovelyn Valenzuela

    Europe Countries and Capitals

    Europe Countries and Capitals

    Lovelyn Valenzuela · 45問 · 1年前

    Europe Countries and Capitals

    Europe Countries and Capitals

    45問 • 1年前
    Lovelyn Valenzuela

    Europe Countries Nicknames

    Europe Countries Nicknames

    Lovelyn Valenzuela · 44問 · 1年前

    Europe Countries Nicknames

    Europe Countries Nicknames

    44問 • 1年前
    Lovelyn Valenzuela

    Lesson 8

    Lesson 8

    Lovelyn Valenzuela · 41問 · 1年前

    Lesson 8

    Lesson 8

    41問 • 1年前
    Lovelyn Valenzuela

    Module 9

    Module 9

    Lovelyn Valenzuela · 50問 · 1年前

    Module 9

    Module 9

    50問 • 1年前
    Lovelyn Valenzuela

    Asia Countries

    Asia Countries

    Lovelyn Valenzuela · 47問 · 1年前

    Asia Countries

    Asia Countries

    47問 • 1年前
    Lovelyn Valenzuela

    Unit III: Module 3

    Unit III: Module 3

    Lovelyn Valenzuela · 20問 · 1年前

    Unit III: Module 3

    Unit III: Module 3

    20問 • 1年前
    Lovelyn Valenzuela

    Lesson 9

    Lesson 9

    Lovelyn Valenzuela · 34問 · 1年前

    Lesson 9

    Lesson 9

    34問 • 1年前
    Lovelyn Valenzuela

    Asia Countries and Nicknames

    Asia Countries and Nicknames

    Lovelyn Valenzuela · 40問 · 1年前

    Asia Countries and Nicknames

    Asia Countries and Nicknames

    40問 • 1年前
    Lovelyn Valenzuela

    Chapter 10

    Chapter 10

    Lovelyn Valenzuela · 38問 · 1年前

    Chapter 10

    Chapter 10

    38問 • 1年前
    Lovelyn Valenzuela

    Unit III: Module 4

    Unit III: Module 4

    Lovelyn Valenzuela · 20問 · 1年前

    Unit III: Module 4

    Unit III: Module 4

    20問 • 1年前
    Lovelyn Valenzuela

    Unit III: Module 5

    Unit III: Module 5

    Lovelyn Valenzuela · 23問 · 1年前

    Unit III: Module 5

    Unit III: Module 5

    23問 • 1年前
    Lovelyn Valenzuela

    Chapter 11

    Chapter 11

    Lovelyn Valenzuela · 52問 · 1年前

    Chapter 11

    Chapter 11

    52問 • 1年前
    Lovelyn Valenzuela

    Australia and Oceania Countries and Capitals

    Australia and Oceania Countries and Capitals

    Lovelyn Valenzuela · 22問 · 1年前

    Australia and Oceania Countries and Capitals

    Australia and Oceania Countries and Capitals

    22問 • 1年前
    Lovelyn Valenzuela

    Australia and Oceania Countries and Nicknames

    Australia and Oceania Countries and Nicknames

    Lovelyn Valenzuela · 22問 · 1年前

    Australia and Oceania Countries and Nicknames

    Australia and Oceania Countries and Nicknames

    22問 • 1年前
    Lovelyn Valenzuela

    Lesson 1

    Lesson 1

    Lovelyn Valenzuela · 46問 · 1年前

    Lesson 1

    Lesson 1

    46問 • 1年前
    Lovelyn Valenzuela

    問題一覧

  • 1

    defined guestology as the scientific study of the behaviors, needs, and expectations of people in a service environment, and how to use that knowledge to optimally manage a service organization.

    Guestology Dickson(2010)

  • 2

    the father of guestology, introduced has now become a science that deals with understanding the guest.

    Bruce Laval

  • 3

    entails studying the totality of the guest experience, from their expectations down to the results and feedback.

    Guestology

  • 4

    for customer satisfaction is really important in this case as this will be the platform for the design of the experience

    Planning

  • 5

    geared toward delivery of services in tourism and hospitality should always be careful not to over-deliver the said services.

    Establishment

  • 6

    should literally "wait" for their guest when dining in a restaurant.

    Food Attendants

  • 7

    is one of the primary responsibilities of a waiter and that he/she should be good at it.

    Anticipating Guest Needs

  • 8

    with concerns extending from small sized rooms to rooms with no modern technology

    Rooms

  • 9

    with comments ranging from staff being rude and no answers to questions posed

    Arrogant

  • 10

    mainly covering staff's failure to respond to guest complaints

    Failure To Respond

  • 11

    covering complaints such as late service or wrong room service and long process for check-ins/outs

    Poor Delivery

  • 12

    with criticisms on soiled linen, carpet stains, and hair trapped in bathtubs

    Cleanliness

  • 13

    with problems associated to the lack or inadequacy of toiletries and items in minibar

    Amenities and Utilities

  • 14

    with guests grumbling about having them charged extra for parking, Internet, gym, and the like

    Billing

  • 15

    otherwise known as guests and clients, in the hospitality and tourism business play a significant role in the operations.

    Customers

  • 16

    are actually the most important segment to please and should be one of the priorities in mind of a specific company.

    Loyal Customers

  • 17

    meanwhile, are the best type to do suggestive selling.

    Impulse Customers

  • 18

    Another type of customer which affects a company's inventory turnover is the

    Discount Customer

  • 19

    are called the need based customers.

    Customers

  • 20

    The last type of customer is the

    Wandering Customers

  • 21

    relation to quality, would entail the study of costs.

    Value

  • 22

    is a guest-centered or customer- centered industry, ultimately, it is the customer who defines value.

    Tourism and Hospitality Industry