THC 3 - Quality Service Management in Tourism and Hospitality

Employees at excellent hotel will be neat in their appearance.

• A. Tangibility.

• B. Responsiveness.

• C. Reliability.

• D. Assurance.

• E. Empathy.

Employees of excellent hotel will give prompt service to customers.

• A. Tangibility.

• B. Responsiveness.

• C. Reliability.

• D. Assurance.

• E. Empathy.

Is the integration of all efforts in the organization towards quality improvement, quality development and quality maintenance to meet full customer satisfaction at economic levels.

• Hospitality Industry

• Data Analytics

• Total Quality Management

• Hospitality

This industry is large and fast-growing. It refers to a variety of services and businesses focusing on customer satisfaction

• Tourism

• Hospitality

The behavior of employees in excellent hotel will instill confidence in customers.

• A. Tangibility.

• B. Responsiveness.

• C. Reliability.

• D. Assurance.

• E. Empathy.

Why are quality management principles essential in the tourism and hospitality industry?

• To ensure customer satisfaction

• To reduce costs

• To increase employee productivity

• To comply with government regulations

Excellent hotel will provide the service at the time they promise to do so.

• A. Tangibility.

• B. Responsiveness.

• C. Reliability.

• D. Assurance.

• E. Empathy.

When a customer has a problem, excellent hotel will show a sincere Interest in solving it.

• A. Tangibility.

• B. Responsiveness.

• C. Reliability.

• D. Assurance.

• E. Empathy.

Total quality management aims to hold all parties involved in the production process accountable for the overall quality of the final product or service.

• True

• False

The employees of excellent hotel will understand the specific needs of their customers.

• A. Tangibility.

• B. Responsiveness.

• C. Reliability.

• D. Assurance.

• E. Empathy.