guestology

Question 1

study of the behaviors, needs, and expectations of people in a service environment

Answer 1

guestology

Question 2

father of guestology

Answer 2

bruce laval

Question 3

service vs hospitality

Question 4

service

Answer 4

act, task, and procedure sequence is followed consistently
delivering the needs and wants of our guests
It can be given in a systematic way
what we do for our guests
it is a skill

Question 5

hospitality

Answer 5

the positive emotional response elicited from our guests
It is about anticipating the needs and wants of our guests, expressed and unexpressed
it is dynamic
what we do with the guest
it is a spirit

Question 6

five basic types of customers

Answer 6

loyal customer
impulse customer
discount customer
need based customer
wandering customer

Question 7

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

Answer 7

loyal customer

Question 8

best way to do suggestive selling. They are also second only to loyal customers when it comes to attractiveness in the market

Answer 8

impulse customer

Question 9

are contributory to a company’s cash flow because the products that are seldom purchased at full price are actually available to these customers at the best markdowns

Answer 9

discount customer

Question 10

they are driven by a specific need

Answer 10

need-based customer

Question 11

these customers generate the largest amount of traffic as they have no specific need or desire in mind but yield the smallest percentage of sales revenue

Answer 11

wandering customer

Question 12

people who depend on and “serve” each other

Answer 12

internal clientele

Question 13

basic problems that are unresolved in hotels

Answer 13

rooms
arrogant or clueless staff
failure to respond
poor delivery
cleanliness
amenities and utilities
billing

Question 14

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

Answer 14

rooms

Question 15

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

Answer 15

arrogant or clueless staff

Question 16

mainly covering staff’s failure to respond to guest complaints

Answer 16

failure to respond

Question 17

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

Answer 17

poor delivery

Question 18

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

Answer 18

cleanliness

Question 19

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

Answer 19

amenities and utilities

Question 20

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

Answer 20

billing