HOSPITALITY MANAGEMENT CUSTOMER
RELATIONSHIP AND GUEST EXPERIENCE
REVIEW SHEET 2026
◉ crisis management
Answer: The ability to manage a potentially damaging incident that
may affect, or is of interest to, a very large portion of your customers
or prospective customers and has the potential to do lasting brand
damage.
◉ guest feedback
Answer: Information coming directly from customers about the
satisfaction or dissatisfaction they feel with a product or a service.
◉ guest loyalty club
Answer: A program that provides incentives and rewards for repeat
customers.
◉ guest-satisfaction survey
Answer: A tool used to discover whether a hotel's guests are happy
or satisfied with the products or services.
, ◉ meta-search engine
Answer: A website that searches other search engines. Travel-
related meta-search engines mine data from hotel websites, online
travel agents, and directories.
◉ social media
Answer: Websites and apps in which people create and share
information and ideas in virtual communities and networks.
◉ user-generated content (UGC)
Answer: Information that an unpaid contributor has provided to a
website or app, often in the form of a forum post, poll response, or
review.
◉ labor cost
Answer: Employee wages, benefits, and payroll taxes paid by an
employer.
◉ menu planning
Answer: The process of organizing meals ahead of time. The main
courses and sides of a menu can be planned for days and weeks in
advance.
RELATIONSHIP AND GUEST EXPERIENCE
REVIEW SHEET 2026
◉ crisis management
Answer: The ability to manage a potentially damaging incident that
may affect, or is of interest to, a very large portion of your customers
or prospective customers and has the potential to do lasting brand
damage.
◉ guest feedback
Answer: Information coming directly from customers about the
satisfaction or dissatisfaction they feel with a product or a service.
◉ guest loyalty club
Answer: A program that provides incentives and rewards for repeat
customers.
◉ guest-satisfaction survey
Answer: A tool used to discover whether a hotel's guests are happy
or satisfied with the products or services.
, ◉ meta-search engine
Answer: A website that searches other search engines. Travel-
related meta-search engines mine data from hotel websites, online
travel agents, and directories.
◉ social media
Answer: Websites and apps in which people create and share
information and ideas in virtual communities and networks.
◉ user-generated content (UGC)
Answer: Information that an unpaid contributor has provided to a
website or app, often in the form of a forum post, poll response, or
review.
◉ labor cost
Answer: Employee wages, benefits, and payroll taxes paid by an
employer.
◉ menu planning
Answer: The process of organizing meals ahead of time. The main
courses and sides of a menu can be planned for days and weeks in
advance.
