THC 107 PRELIM1

Which is a key distinction between manufactured goods and services?

• Goods are intangible, services are tangible

• Goods can be stored, services cannot

• Services are produced first then consumed later

• Goods always involve customer interaction

The uniqueness of each guest’s stay at Ritz-Carlton highlights which trait of services?

• Tangibility

• Standardization

• Intangibility

• Durability

Why is capacity management critical in hospitality?

• Customers can take services home

• Capacity is unlimited

• Services cannot be inventoried

• Guests prefer waiting lines

Making the “intangible tangible” in services is achieved by:

• Offering lower prices only

• Photographs, amenities, endorsements

• Delaying service until verified

• Avoiding advertising

Which of the following is TRUE about service consumption?

• It can be stored for future use

• Production and consumption occur simultaneously

• Customers evaluate later after long delay

• It always requires no employee contact

Guestology means:

• Organizing operations for staff convenience

• Running the business from the guest’s perspective

• Focusing only on financial control

• Ignoring customer expectations

Bruce Laval coined the term Guestology while at:

• Ritz-Carlton

• Walt Disney Company

• Hilton Hotels

• Marriott International

Service standards are established to:

• Replace employee training

• Serve as benchmarks for quality

• Eliminate guest expectations

• Reduce costs only

In Guestology, the “cast” refers to:

• Guests

• Employees

• Service setting

• Processes

A hotel’s atmosphere and facilities are part of the:

• Cast

• Setting

• Service theme

• Process