Copy of Part 2 Fall 2025 Review Chp 1-12

Front

During which stage of the guest experience cycle would a customer write a review of their lodging experience? Options: Arrival, Occupancy, Departure, Post-departure

Back

Post-departure

Front

What tool can help a company determine which issue to prioritize? Options: Service recovery, Cost of error, Reputation management, Moments of truth

Back

Cost of error

Front

A time when guest service expectations are met or not met is called a

Back

moment of truth.

Front

What stage of the guest experience cycle deals with collecting payment for services provided? Options: Pre-arrival, Arrival, Occupancy, Departure

Back

Departure

Front

Which activity is part of the pre-arrival stage? Options: Reserve car, Pick up car, Use car, Return car

Back

Reserve car

Front

A series of enhanced experiences provided to a guest by a hospitality employee is known as

Back

quality guest service.

Front

Guests at your hotel ask about dining experiences and available attractions in your area. You should

Back

listen carefully to understand the guests’ needs and offer suggestions.

Front

During which stage of the guest experience cycle would an employee follow established guest service procedures, including offering prompt service and keeping guest information and belongings safe? Options: Arrival, Occupancy, Departure, Post-departure

Back

Occupancy

Front

What stage of the guest experience cycle are the guests in if they are horseback riding down the cliffs of Rocky Mountain National Park and have stopped to put down blankets for a picnic lunch? Options: Pre-arrival, Arrival, Occupancy, Departure

Back

Occupancy

Front

A guest goes to a restaurant to celebrate his birthday. The service and the food are exactly as the guest expected, and the guest doesn’t experience any issues. This type of experience is known as

Back

seamless.