When Mrs. DeGeus travels, she rents a car with leather interior and the latest technology accessories. When she reserves a hotel room, she selects a property that offers white glove service. When making a dinner reservation, she chooses a restaurant with a reputation for giving personalized attention. What type of traveler is Mrs. DeGeus?

When might working conditions cause a guest service problem?

Mr. Boyd travels to several different cities each year for work. He likes staying at Garden Select brand hotels. He receives great guest service, and the business centers and workout facilities are helpful to him, too. The only time Mr. Boyd does not stay at a Garden Select brand hotel is when the city in which he is staying does not have one. What is this behavior called?

You have a group of guests coming to ride the zoo’s new zip line attraction. What is one important thing to strive for as the guests arrive?

What is an appropriate recovery solution when a guest complains that the property has no gym?

During what step of team problem solving do team members state specific results they want to achieve?

When answering e-mails from guests after their departure, you should:

Maria stops for a moment to take a sip of water. Then, she continues her donkey ride down the cliffs of the Grand Canyon. An hour later, her guide directs the entire group to stop and put down blankets for a picnic lunch. What part of the guest cycle is this?

When is a guest cycle “seamless?”

What is guest recovery?

Analiese is usually cheerful with guests. However, right now she is flustered because she just spilled hot coffee on her uniform. On her way to the restroom to clean the spill, a guest approaches her saying, “Can you show me the way to the swimming pool?” Analiese replies, “Not now! Can’t you see I am covered in hot coffee?” Once the proper guest service solution is implemented for this guest, what should Analiese’s manager do next?

The Alliance Medical large group general session started one-half hour ago. In ten minutes, attendees will break into small groups for discussion. The small group session rooms are ready with tables, chairs, and snacks. However, the group coordinator is wondering why the coffee station is not set up. Your paperwork for this group said nothing about setting up a coffee station in the hallway. What should you do?

What is a manager’s first step toward setting guest experience standards for his or her employees?

You are dining at a restaurant and ask to speak to the manager. When she arrives, you explain that it took a long time to receive your food. When the food finally arrived, you received chicken, but you ordered fish! What type of complaint is this?

Mike wants to entertain an important client at his favorite dinner theater spot, so he calls Michelle to make a reservation. Michelle has helped him many times in the past, and she knows all his special requests and preferences. Shepherd answers the phone and informs Mike that due to company-wide changes, Michelle has been transferred to the corporate office in Pittsburg. Shepherd tries to look up Mike’s guest account in the computer to review his common requests, but the computer is not working today. What is the root cause of this guest service problem?

What is the guest experience?

When Molly brainstorms with her team to identify problems and root causes, she should:

You wrap up your last business meeting in Arizona just in time to drive to the airport and board your airplane. When you arrive at the airport rental lot to return your car, what will be an important part of your departure process?

What percentage of guests with unresolved complaints will never return?

Miranda Maroni owns the Sage Hotel Property. She is counting on her managers to lead their teams in delivering the highest level of guest service. What will determine their success?

Determining the right level of employee empowerment is an easy skill for managers to learn.

Most guests who have a problem will complain to someone who can help them.

The rollercoaster seems especially high and fast today at your favorite amusement park. You decide to ride it anyway and realize it is not as high as it first appeared, but it is definitely as fast! Now you are thirsty, so you stop at a concession stand for a drink. You have to wait a long time to be served. When you finally get your drink, it feels cool and soothing in your mouth. What is being described?

Faith likes to arrive early for her management shifts to spend time responding to guest comments from an online guest review system. What is one thing Faith should NOT do when responding?

What is guest loyalty?