hospitality

A front desk representative warmly greets a guest checking in. The representative asks about the guest’s travels and makes eye contact while using the computer. Which key to good service is the representative demonstrating?

• a.                Hire good people.

• Don’t forget who you are.

• Respond in a timely manner.

• a.                Handle moments of truth correctly.

   

1.               Hospitality is defined as meeting customers’ needs in a way that

• a.                makes them want to spend more money.

• a.                expedites the service transaction.

• a.                requires the least amount of effort.

• a.                meets their expectations.

1.               When it comes to judging the quality of service, whose expectations are most important?

• a.                The owner of the business

• a.                The staff member’s supervisor

• a.                The person receiving the service

• a.                The staff member providing the service

When applied to hotels and restaurants, what does the term capacity constrained mean?

• a.                The number of customers they can serve is limited by variables such as the amount of equipment and staff they have.

• Their ability to grow is restricted because of the customer’s role in production.

• a.                The capacity to operate is dependent on competitive demand.

• They can accommodate whatever level of demand occurs

1.               How isa service business different from a manufacturing business?

• Services can be inspected for quality before they are “consumed” by customers

• Production and consumption are completely separate

• Other customers are part of the service product

• Customers never see the service “factory.”

1.               Since hospitality services are produced when customers are present, which factor plays an important role?

• a.                Time

• a.                Supply chain

• a.                Raw materials

• a.                Production equipment

1.               What are two components of a strategic service vision?

• a.                Setting goals and determining objectives

• a.                Quantifying demand and managing demand

• a.                Establishing standards and operational controls

• Targeting a market segment and focusing on a service strategy

Which of Disney’s Five Keys is its highest priority?

• a.                Show

• a.                Safety

• a.                Courtesy

• b.               Efficiency

1.               What is the purpose of a SWOT analysis?

• It looks at a company’s ability to meet financial obligations

• It helps companies assess how well they handle moments of truth

• It helps companies assess how well they are serving their markets

• a.                It helps companies determine whether they have the capacity to provide parts to an assembly line.

Which strategy does a business follow if it offers the same amount of capacity no matter how high the demand

• a.                Service

• a.                Level-capacity

• a.                Chased-demand

• a.                Capacity-constrained