BME 302 - Review for Exam

"Is it safe?"

What GPOV is this in the hospitality industry?

• Restaurant

• Transportation

• Travel Agency

______ selling is an example of Omnipresent communication.

A management approach to long-term success through customer satisfaction.

• Customer Focused Organization

• Total Quality Management

• Consumer Behavioer

Mr. and Ms. are the respectful titles we can use to address our customers.

• True

• False

"Addressing guest concern"

is a service provided by a ____________.

• Cashier

• Concierge

• Customer Service Representative

A shareholder is an example of ___________.

• External Customer

• Internal Customer

" Are the entrance fees worth it?"

Identify the area based on the guest's point of view.

• Entertainment

• Fast food

• Hotel

"Hotel should always carefully take care of its guests."

Determine the factor of service culture

A principle of TQM means studying the needs and wants of its consumer.

• Process Centered

• Communication

• Customer Focus

Identify the factor in service culture based on the situation:

"Guests should be safe when it comes to transactions with the hotel staff"

• Assurance

• Responsiveness

• Empathy