Week Eight-Perception

Week Eight-Perception

this quiz discusses how we all see things differently and how important it is to realize that we have different points of view. We will also be tying that into our guest service strategies.

published on October 26, 20161 response 0
Week Eight-Perception
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1/6

What is perception

What is perception
perception is the impression we give to our guests
How we see things
A way of regarding, understanding, or interpreting something; a mental impression.
2/6

choose the answer that names 3 things, other than senses, that influence perception.

choose the answer that names 3 things, other than senses, that influence perception.
culture, past experience, mindset
vision, mood, time of day
age, gender, social class
3/6

what do you see in the picture?

what do you see in the picture?
seal
horse head
rabbit head
4/6

How does being perceptive improve our interaction with guests and each other.

How does being perceptive improve our interaction with guests and each other.
we know what the guest is thinking and can come up with a counter argument quicker.
It allows us to see a situation from the guests point of view, eliminating misunderstanding or hard feelings.
It allows us to resolve the situation more quickly.
5/6

What do we mean by “the customer is always right” Is this always the case in every situation?

What do we mean by “the customer is always right” Is this always the case in every situation?
the guest is always right, because the employee doesn't matter.
The guest is not right. We just want them to think they are so they give us a good review.
“The guest is not always right, but the guest is always the guest.” and it is our responsibility to take care of our guests. That way we don’t take it personally if the guest is upset or angry. Our goal is to actively listen to our guests and be perceptive to their concerns.
6/6

Read the review below
The stay was great but when ordering your food it was a long wait for service and it took a long time to get your food or drink.
How did the guest's perception influence their comment?

Read the review below The stay was great but when ordering your food it was a long wait for service and it took a long time to get your food or drink. How did the guest's perception influence their comment?
the comment is based on the guests perception of "a long time".
They were obviously just grumpy b/c they didn't have anything else to complain about.
The guest had never stayed here before and wasn't prepared for the average wait.