第三章 客人循环

1. Identify the tasks performed during pre-arrival, arrival, occupancy, and departure stages of the guest cycle.
2. Identify how a seamless guest experience is managed by employees and the property.
3. Identify how the emotional engagement of guests is influenced by each stage of the guest cycle.
4. Explain how to determine guests’ wants and needs in order to meet and exceed expectations with the global traveling public.