Unit 4

5. is the positive feeling customers have about a business that meets their needs.
7. a convenience service that a motel might provide its guest to expedite the morning departure process
8. what hotels do to make sure all customers have quality service
10. is the total customer experience with that business.
11. encounter An interaction between a customer and a staff member is called service encounter.
16. is a type of behavior that a employee has to establish positive relationships with hotel guests?
17. a customer who purchases products or services from a hospitality business.
18. is a type of behavior that a employee has to establish positive relationships with hotel guests?
19. is also called heart of the house. In a restaurant the back of the house includes the kitchen and receiving and storage areas and offices.
20. are employees whose main function is to interact with customers.
21. What is an important aspect of handling a hotel guest’s complaint?
22. is service that meets or exceeds customer expectations.

1. is an employee who can anticipate customer needs.
2. is the area in the hospitality business that guest usually see,
3. is the ability to put yourself in someone else's shoes and know how that person feels.
4. is providing the same good service and products to customers each and every time they come to your business.
6. is an activity that is done for another person.
9. what need is fulfilled by by using a secure electronic room key system throughout the facility
12. a written plan designed to help staff members provide quality customer service.
13. Is a time when customers experience makes a bigger impact on customer satisfaction that at other times.
14. Is the informal conversation people have about their experiences with a business.
15. are employees whose work rarely involves interacting with customers.