HTMP Chapter 4 Review

Front

A particular product or company associated with a name, logo, or unique characteristic that serves to identify a particular product or company is called:

Back

A Brand

Front

For increased financial success, hospitality and tourism depend heavily on _____________ as a source of repeat business.

Back

Guest loyalty

Front

Providing guests with something worth remembering is known as: The trip experience, The guest exercise, The guest experience, The personal experience

Back

The guest experience

Front

In hospitality, it is crucial to understand the guest experience from which two perspectives? Options: a. The perspective of a regular guest and a first-time guest. b. The perspective of the service provider and the guest receiving the service. c. The perspective of a domestic guest and an international guest. d. The perspective of a guest during check-in and a guest during check-out.

Back

The perspective of the service provider and the guest receiving the service.

Front

How does the guest's background and personality affect their hotel experience?

Back

It can influence their perception and satisfaction.

Front

Ethan, Lily, and Benjamin are discussing the stages of the guest experience cycle. What are the stages? Options: a. Thought, participation, decision, election; b. Idea, decide, participate, advocate; c. Research, meditation, attention, admission; d. Idea, decide, advocate, participate

Back

Idea, decide, participate, advocate

Front

William, Anika, and Hannah are discussing how to provide a seamless guest experience. What are the four steps they should follow?

Back

Be outstanding at their jobs; Project a positive image and energy; Provide above-and-beyond service; and Show R.A.V.E.

Front

Benjamin, Daniel, and Lily are working in a hotel to provide a seamless guest experience. Which of these steps is not one of the four steps they should follow? Options: Benjamin being outstanding at his job, Daniel being late for his shift, Lily providing above-and-beyond service, Showing respect and value for everyone

Back

Daniel being late for his shift

Front

Why would the hospitality and tourism industry be one of the first to embrace and provide for guests like Aiden, Sophia, and Abigail with special needs?

Back

Because it was the right thing to do

Front

In a hotel management class, Elijah, Kai, and Daniel are learning about Guest Service GOLD. They are told that it focuses on the ____________ key gold elements necessary for delivering the very highest levels of guest service on an ongoing basis. How many key elements are they learning about?

Back

Seven