SS Cumulative

Front

Match the following characteristics with the correct definition;
Transactional and may not always involve a personal touch Options:
Hospitality
Service

Back

Service

Front

The way you make our guests feel

Back

Hospitality

Front

The goal is to meet a guest’s immediate need or request

Back

Service

Front

Relational and strives for personal connection

Back

Hospitality

Front

Extends beyond the specific tasks; it involves the overall positive feeling and atmosphere extended to our guests and anticipates the needs of our guests

Back

Hospitality

Front

Tasks or actions that fulfill a guest’s request or requirements

Back

Service

Front

Match the following characteristics with the appropriate hospitality pillar: Being competent, reliable, courteous, and excellent communicators; Being genuinely interested in what they have to say and provide a personal touch; Expressing friendliness and creating a positive and inviting atmosphere. Options: Guest Delight, Care, Planning and Anticipation, Knowledge.

Back

Guest Delight

Front

Match the following characteristics with the appropriate hospitality pillar: Showing empathy to our guests in all situations; Providing personalized recommendations and acknowledging special occasions; Ensuring guests are satisfied by addressing any concerns they may have. Options: Guest Delight, Care, Planning and Anticipation, Knowledge.

Back

Care

Front

Match the following characteristics with the appropriate hospitality pillar: Proactively addressing potential issues before they impact guest experience; arranging special events to enhance the guest experience. Options: Guest Delight, Care, Planning and Anticipation, Knowledge.

Back

Planning and Anticipation

Front

Match the following characteristics with the appropriate hospitality pillar: Answer general questions our guests may have; Demonstrate expertise in the features and amenities of our cruise ships; Offer insights about our expeditions and activities; Look for the correct information using available tools. Options: Guest Delight, Care, Planning and Anticipation, Knowledge.

Back

Knowledge