Hospitality Industry: Customer Service & Guest Satisfaction


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Why is there an increased relevance of the quality of customer service?

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1. _____ is a measure and term used to identify how happy a guest was with their experience.

2. Customer service and guest satisfaction impact a company's _____.

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About This Quiz & Worksheet

What does customer service satisfaction involve in the hospitality industry? In order to check your knowledge of this industry and different business-related terms, use the quiz and worksheet.

Quiz & Worksheet Goals

Work through these materials to assess your knowledge of:

  • An example of how to deal with a customer when something goes wrong
  • Term for when customers go back to a business because of great customer service
  • The process of providing services to customers
  • A measure used to identify how happy a guest was with their experience
  • What customer service and guest satisfaction impact

Skills Practiced

  • Making connections - use understanding of the concept of customer service to recognize good and bad examples of it
  • Information recall - access the knowledge you have gained about customers and the hospitality industry
  • Defining key concepts - remember the term for the amount of profit a company makes

Additional Learning

In order to learn more about these business topics, use the lesson titled Hospitality Industry: Customer Service & Guest Satisfaction. Other topics you can look over include:

  • Why customer service is important
  • What good customer service looks like
  • How guest satisfaction and customer service differ