Chapter 4 – Guest Experience Cycle


1. Identify the reason for encouraging repeat guest business.
2. Identify the stages of the guest experience cycle and the activities associated with each stage.
3. Identify the purpose for providing seamless guest experiences.
4. Identify the components used in above-and beyond guest service.
5. Explain the role of guest recovery during the handling of guest complaints, issues, or problems.
6. Explain how and why guest satisfaction measurements help a business to run smoothly and profitably.