QUALITY_#1 QUIZ

Refers to the study of guest behavior, expectations, and experiences in the hospitality and tourism industry.

• Quality Service

• Guestology

• Hospitality

GUESTOLOGY Has 3 Key Elements:

Key Elements: Expectations, ___________ and experiences.

TRUE OR FALSE

The Guest Experience Cycle:

Pre-Arrival: first impressions

• TRUE

• FALSE

TRUE OR FALSE:

The Guest Experience

Arrival: Farewell atmosphere

• TRUE

• FALSE

TRUE OR FALSE:

The Guest Experience

Post-Visit: Reviews

• TRUE

• FALSE

TRUE OR FALSE:

The Guest Experience

Experience: Service quality

• TRUE

• FALSE

Guest Expectations: Knowing what guests want and ____.

Guest Expectations and Perceptions:
Fives A’s Tourism Products

1. Accommodation 2. Attraction 3. Accessibility 4. Amenities 5. __________

TRUE OR FALSE:

Feedback Mechanisms: Surveys, reviews, and improvement initiatives.

are considered part of the Principles of Quality Service.

• TRUE

• FALSE

This describe a Role of Employees in the Guestology which refers to individuals who are the First point of contact, sets the tone for guest experience.

• Service Recovery

• Frontline staff