Hospitality and Guest Experience Jeopardy

Using this once you have learned it makes a returning guest feel recognized.

What is the guest's name?

This Hawaiian word expresses a spirit of welcome and hospitality.

What is aloha?

Guests form one of these within seconds, which is why the first moments of a visit matter so much.

What is a first impression?

Under the 10/5 rule, staff make eye contact and smile at 10 feet, then offer this at 5 feet.

What is a verbal greeting?

This Japanese word describes wholehearted hospitality that anticipates a guest's needs before they are voiced.

What is omotenashi?

Remembering a regular's usual drink or favorite table means keeping track of these.

What are guest preferences?

This evening housekeeping service readies the bed for sleep and often leaves a chocolate on the pillow.

What is turndown service?

This hotel staff member arranges restaurant reservations, show tickets and tours for guests.

What is a concierge?

Unexpected extra touches, like a card on a guest's birthday, are meant to create surprise and this.

What is delight?

A guest arriving on an early flight may be offered this, access to the room before the standard time.

What is early check-in?

In the LAST model of service recovery, the letters stand for listen, apologize, solve and this.

What is thank?

Giving a guest a free dessert to make up for a slow kitchen is known by this four-letter slang term.

What is a comp?

Repeating a guest's concern back to show you understand it uses this communication skill.

What is active listening?

Letting frontline staff fix a problem on the spot without waiting for a manager's approval is called this.

What is employee empowerment?

The finding that a guest whose problem is fixed well can end up more loyal than one who never had a problem is this paradox.

What is the service recovery paradox?

A guest who books a room but never arrives is called this.

What is a no-show?

Hotels sell more rooms than they have, expecting some guests not to arrive, in this practice.

What is overbooking?

Room revenue divided by the number of rooms sold gives this key hotel metric.

What is average daily rate?

Room revenue divided by rooms available gives this metric, which blends occupancy and rate into one number.

What is RevPAR?

Sending a guest with a confirmed booking to another hotel at your expense when you are full is called this.

What is walking a guest?

In restaurant slang, saying an item is 86 means this.

What is out of stock?

A table seating four guests is called this.

What is a four-top?

This French phrase, meaning everything in its place, describes prepping ingredients before service.

What is mise en place?

The station where plated food waits for servers, checked by the expediter, is called this.

What is the pass?

This small complimentary bite before the meal takes its name from French for something that amuses the mouth.

What is an amuse-bouche?

Kemmons Wilson opened the first of these hotels in Memphis in 1952.

What is Holiday Inn?

This hotelier's empire began with the Mobley Hotel in Cisco, Texas, in 1919.

Who was Conrad Hilton?

The Michelin Guide, which awards restaurant stars, was started by a company that makes these.

What are tires?

This French chef organized professional kitchens into the brigade system.

Who was Auguste Escoffier?

This city's Tremont House, opened in 1829, is often called America's first modern hotel.

What is Boston?