HTMP Chapter 4 Review

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

• A Brand
• A trade mark
• A trade name
• A variety

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

• Advertising
• Word-of-mouth
• Public relations
• Guest loyalty

Providing guests with something worth remembering is known as:

• The trip experience
• The guest exercise
• The guest experience
•  The personal experience

Employees need to be able to see the guest experience from two different viewpoints:

• a.  The business traveler’s perception and the leisure traveler’s perception.
• b.  The front of house viewpoint and the back of house viewpoint.
• c.  The employee’s perception of what is being provided, and the guest’s perception of what is being received.
• d.  The guest checking in and the guest checking out.

Why is the guest cycle different from the guest experience?

• a.  Because guests come at different times and from different places.
• b.  Because different employees are working different shifts in the hotel.
• c.  Because of the difference in each person’s personality, background, and interests.
• 
  d.  Because of the different room accommodations available.

The stages of the guest experience cycle are:

• a.  Thought, participation, decision, election
• b.  Idea, decide, participate, advocate
• c.  Research, meditation, attention, admission
• d.  Idea, decide, advocate, participate

What are the four steps to providing a seamless guest experience?

• Be outstanding at your job, Listen, go above and beyond, and show R.A.V.E.
• Show R.A.V.E.
• Be good at your job,  Project a positive image and energy. , go above and beyond, and show respect.
• Be outstanding at your job; Project a positive image and energy; Provide above-and-beyond service; and Show R.A.V.E.

Which of these steps is not one of the four steps to providing a seamless guest experience

• Be outstanding at your job
• Be on time for all your shifts
• Provide above-and-beyond service
• Show respect and value for everyone

Why was the hospitality and tourism industry one of the first to embrace and provide for guests with special needs?

• a.  Because they did not want to break the law
• b.  Because they did not want to be sued
• c.  Because it was the right thing to do
• d.  Because it is good public relations

Guest Service GOLD focuses on the______________ key gold elements necessary for delivering the very highest levels of guest service on an ongoing basis.

• Seven
• Six
• Eight
• Four