The text talks about key drivers of two kinds
A) big ones and little ones
B) guest-focused and employee-focused
C) service setting and delivery system
D) the basics and the wows
Correct Answer:
Verified
Q26: The term "guest promise" specifically refers to
Q27: It is a good leader who ensures
Q28: A transformational leader makes jobs fun, fair,
Q29: Just like guests having moments of truth
Q30: Leaders establish a culture of guest-service excellence
Q32: Today's "wow" is tomorrow's standard expectation for
Q33: Employees make the difference between providing a
Q34: Dominique Astor, a wealthy widow, visits the
Q35: Vision + Skills + Incentives + Resources
Q36: Successfully determining and providing for the key
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