Successful customer service in the hospitality industry requires:

The Hospitality industry is said to include among other segments:

A common phrase in customer service is: “Good service can make up for bad food, but good food cannot make up for poor service.”  

The current trend indicates that also included as part of the Hospitality industry are: events, sports, gaming, health care, and even assisted living.  

Tom Peters (one of the first acclaimed authorities on contemporary management), in his book In Search of Excellence, advocated for service excellence through practical means, and popularized the term Management by  __________ Around.”    (one word)

The term in Hospitality, the “Moment of ________” is the point of service at which good customer service is either made or lost.   

Certain factors help to define quality guest service, and include:

Certain factors help to define quality guest service, and include:

According to MSN Money reports, companies with high customer service scores include Netflix, Nordstrom, Southwest, Marriott.   

According to MSN Money reports, the top three attributes for quality customer service are: knowledge of staff; friendliness of staff, readily available staff.  

Guest expectations can be categorized as __________ expectations: Those expectations that are fully expressed. They are set by promises made by staff, contracts, menus, signage, advertisements, and service promise.        

Guest expectations can be categorized as __________ expectations, which means those expectations that are not fully expressed; however, they are set by prices, décor, location, and service style.       

At the root of it all, people need to be heard, understood, and appreciated. This is applicable to nearly every relationship and interaction.  In a guest service situation, people expect their host to:

In handling complaints, service recovery is important. Marriott International has devised a service recovery method, they call LEARN, to rectify various mistakes that can be made. This system includes one or more of the following:

The acronym G.U.E.S.T. stands for Greet, Understand (listen/repeat), Empathize (apologize), (suggest/solve), Track (record/document).   

While all customers are unique, they can often be categorized. Learning the different types of customers by their words (catchphrases) or behavior help you as the manager to deal effectively with each type of guest. Memorizing the most common “catchphrases” can become part of your “mental toolkit of skills”).    

In handling angry customers, it is important to know that anger often has three phases: 1. Building, 2. Exploding, 3.__________.  (one word) 

The “Meyers-________ (one word) Type Indicator” is a psychology tool used to explain personalities and temperaments. It is useful to explain why we do something or may react in a certain way. As a Guest Services Manager, if you understand this principle, it is thought to help you better understand your guests, and hence provide positive guest service.      

When personally analyzing a specific action or make a particular decision, consider the following as part of your “_________  (one word) Checklist:”

Most food-service operation positions are divided into two separate areas: The Front of the House (FOH), and the Back of the House (BOH). The Front of the House includes:

Most food-service operation positions are divided into two separate areas: The Front of the House (FOH), and the Back of the House (BOH). The Back of the House includes:

August Escoffier, known as the Father of Modern Cuisine, was credited with creating one of the first versions of the modern-day menu. 

Mise en place”  is a common term in the hospitality industry, loosely translates to “everything in its place.”  It is the assembling of everything that you will need to perform the job or task prior to beginning it.     

The term for the process of scraping breadcrumbs, and the like, off the table between courses in fine-dining restaurants is called ____________ (one word).        

Regarding beverage service, a bartender is typically responsible for the service of the bar, such as serving drinks, collecting payment, and other responsibilities  including:

A Sommelier is a:

Generally speaking, white wines should be served chilled, and red wines should be served at room temperature.   

The ideal maximum length of time that coffee should be held is _______ minutes. (how many minutes?)