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試題詳情
Hotels should be as good as their guests think they are.Guest satisfaction is quite important to any hotel.（1）CC And even in many cases they will have to go above and beyond to impress the guests.
（2）BB
In today's world where everything is available on the Internet，customers tend to get their first information about the hotels online.The guest experience begins long before they arrive at the front desk to check in.
Know your customers.
Customer satisfaction is more than just a smile when you greet them.Knowing the customer base is what matters the most.Connect with your guests before they arrive at the front desk. （3）AA It will help the hotel to add some touches and details that personalize the guest experience.
Train your staff.
（4）EE A staff well-trained in dealing with the complaints，but more importantly avoiding them in the first place，will do better overall.Your employees must be friendly，welcoming and approachable.
Respond to guest feedback（反饋）.
The hotel industry can be a tough one with requests and complaints coming in online，by email，phone or in perjye.ain.So it's important to actively respond to guest feedback. （5）GG
A.Use social media to learn more about them.
B.A good website improves the customer experience.
C.Hotels need to provide the guests experience as promised.
D.It's a must-have service that all guests expect when they arrive.
E.Every member of the hotel plays a significant role in the guest experience.
F.You can't make each person who stays in the hotel feel like they are at home.
G.When you do this，you are showing other travelers that you value the opinion of your guests.
【考點(diǎn)】人與自我．
【答案】C；B；A；E；G
【解答】
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發(fā)布：2024/5/23 20:38:36組卷：5引用：1難度：0.5
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