thc 107 p-2

Which is an attribute of services but not manufactured goods?

• Tangibility

• Inventory storage

• Simultaneous production and consumption

• Standardization

A unique guest perception of the same hotel room illustrates:

• Service variability

• Durability

• Tangibility

• Standardization

Idle staff and unused rooms occur when:

• Demand is greater than supply

• Capacity exceeds demand

• Guests share experiences

• Marketing fails

Using elegant lobby paneling and photos in ads is a way to:

• Reduce service cost

• Make intangible services tangible

• Avoid capacity limits

• Replace training

Why is empowerment vital in hospitality?

• Bosses can’t monitor every guest interaction

• Managers control every service moment

• Services can be stored

• Advertising is unnecessary

Guestology emphasizes:

• Employee comfort

• Guest’s point of view (GPOV)

• Lowering costs

• Ignoring guest data

Service standards help measure:

• Profit only

• Service quality

• Number of employees

• Customer absence

In Disney’s Guestology, employees are considered the:

• Cast

• Setting

• Guests

• Props

A hotel’s interior design, lighting, and cleanliness are its:

• Setting

• Cast

• Service theme

• Integration

Treating every visitor as a VIP is part of:

• Service process

• Service standard

• Setting

• Theme