Guest Experience Management Flashcards
7 cards from real CHI practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Guest Experience Management flashcards as text
A hotel guest posts a negative review on TripAdvisor citing a noisy room. What is the BEST first step for the property manager?
Answer: Respond publicly with an apology and corrective action taken
A timely, professional public response demonstrates accountability and shows prospective guests how complaints are handled.
Which concept describes the gap between a guest's expected service level and the service actually received?
Answer: Service gap
The service gap (from Parasuraman's SERVQUAL model) measures the difference between guest expectations and actual service delivery.
During a busy check-in rush, a front desk agent notices a guest who has been waiting 15 minutes without acknowledgment. What should the agent do?
Answer: Make brief eye contact and verbally acknowledge the waiting guest
Acknowledging waiting guests with eye contact and a brief verbal cue prevents frustration and signals that their presence has been noticed.
A guest with a hearing impairment checks in. Which accommodation would MOST directly improve their guest experience?
Answer: Offering visual alert systems such as flashing doorbell and alarm notifications
Visual alert systems address the specific communication and safety needs of guests with hearing impairments.
What does 'personalization at scale' mean in the context of guest experience management?
Answer: Using guest data and technology to deliver individualized experiences to large numbers of guests
Personalization at scale leverages CRM systems and data analytics to tailor experiences for many guests simultaneously.
A repeat guest mentions they prefer a firm pillow every time they stay. Where should this preference IDEALLY be recorded?
Answer: In the property's CRM or guest profile system
CRM systems allow guest preferences to persist across stays and properties, enabling consistent personalized service.
Which metric best measures a guest's overall likelihood to recommend a hotel to others?
Answer: Net Promoter Score (NPS)
Net Promoter Score (NPS) directly measures guest advocacy by asking how likely they are to recommend the property.