Guest Relations, Intelligence, and Workplace Emotion

Vocabulary flashcards covering Modules 6 through 10 on guest relations, Howard Gardner's multiple intelligences, motives and emotional classifications, the emotion-behavioral cycle, and emotional intelligence strategies in the workplace.

Customer Service

The broader business function of providing assistance, answering questions, and supporting buyers to ensure transactions go smoothly.

Guest Relations

A specialized hospitality function focused on building personal connections, managing special requests, resolving complex concerns, and ensuring complete guest satisfaction.

Awareness Phase

The pre-sale stage of the customer journey where a customer recognizes a problem or desire and becomes aware of the organization and its offerings.

Consideration Phase

The pre-sale stage of the customer journey where the customer weighs and compares multiple alternatives or offerings.

Purchase / Decision Phase

The sale stage of the customer journey where the customer decides and purchases a product or service from a specific provider.

Retention Phase

The post-sale stage where the organization's customer experience (CX) team keeps the customer engaged via marketing, loyalty programs, and support.

Advocacy Phase

The post-sale stage where a customer becomes a promoter and recommends the company to others following a positive customer experience.

Guest Relations Officer

A hospitality role responsible for welcoming guests, providing personalized assistance, and handling VIP or repeat-guest experiences.

Ethics

A branch of moral philosophy concerned with what is morally good or bad and right or wrong, guided by values, rules, and principles.

Complaint Management

The systematic evaluation and handling of customer criticism to resolve issues and create positive impacts.

Intelligence

The ability to gather knowledge and skills, apply them to life, and reason through situations rather than acting purely on instinct.

Theory of Multiple Intelligences

A framework developed in 1983 by Harvard psychologist Dr. Howard Gardner that challenged the single-baseline IQ model by proposing distinct cognitive domains.

Naturalistic Intelligence

Known as "Nature Smart"; the ability to identify, classify, and understand elements of the environment, plants, and animals.

Linguistic Intelligence

Known as "Word Smart"; sensitivity to spoken and written language, rhythm, and syntax.

Visual-Spatial Intelligence

Known as "Picture Smart"; the ability to mentally manipulate images, 3D spaces, and abstract visual concepts.

Bodily-Kinesthetic Intelligence

Known as "Body Smart"; exceptional mind-body coordination, dexterity, and physical control.

Musical Intelligence

Known as "Music Smart"; the ability to perceive, compose, and express pitches, melodies, rhythms, and timbres.

Logical-Mathematical Intelligence

Known as "Logic Smart"; capacity for cause-and-effect reasoning, abstract patterns, and scientific investigation.

Interpersonal Intelligence

Known as "People Smart"; the ability to understand others' moods and motivations and navigate social dynamics.

Intrapersonal Intelligence

Known as "Self Smart"; deep self-awareness, metacognition, and emotional self-regulation.

Existential Intelligence

The tentative 9th intelligence in Gardner's model, defined as the capacity to tackle deep questions about human existence, meaning, and death.

Motivation

The psychological and biological driving force (derived from the Latin movere, meaning "to move") that activates, directs, and maintains goal-directed behavior.

Emotion

A complex reaction pattern involving subjective experiences, physiological responses, and behavioral expressions to help deal with significant events.

Paul Ekman's Basic Emotions

The six innate and universal emotions identified as Happiness, Sadness, Fear, Disgust, Anger, and Surprise.

Robert Plutchik's Wheel of Emotions

A 1980 emotional model featuring 8 primary bipolar emotions (Joy vs. Sadness, Anger vs. Fear, Trust vs. Disgust, Surprise vs. Anticipation) that blend into advanced emotional intensities.

Parrott's Classification

A 2001 tree-structured system categorizing over 100+ emotions across primary, secondary, and tertiary tiers.

Biological Motives

Primary or biogenic inborn, unlearned physiological drives essential for survival and maintaining homeostasis, such as hunger, thirst, sleep, and oxygen.

Social Motives

Secondary or psychosocial motives learned through culture, upbringing, and social interaction, including achievement, power, affiliation, and status.

Emotion–Behavioral Cycle

A workplace framework consisting of four sequential stages: Event, Interpretation, Emotion, and Response.

Emotional Intelligence (EQ)

A core foundation for professional development comprising Self-Awareness, Self-Regulation, Empathy, and Social Skills.

Box Breathing

An emotional regulation and calming technique consisting of a 4-second inhale, 4-second hold, 4-second exhale, and 4-second rest.

Cognitive Reframing

An emotional regulation strategy that shifts a person from negative reaction patterns to constructive, collaborative interpretations of situations.