You walk into a gleaming lobby and are greeted by a smiling receptionist. You hand over a few personal and financial details, then take your card up to your room, swipe it, and flop down on the bed. You order room service, turn on the TV, and settle in for a relaxing evening. That is considered as part of…

____________ are one of the world's largest industries, comprising more than 9.3 percent of the global Gross Domestic Product

You will take foundational courses that will teach you the fundamentals of hospitality, tourism and food service management.

You will dive deeper into the business side of the hospitality and tourism industry, choosing a focus area and honing your skills in problem-solving, data analysis, marketing, management and leadership.

From agriculture to industry and then to the service sector as the mainstay of the economy was part of

Online banking, website hosting, or email providers are considered as…

1It is when a business offers a service and a product or a good together as its practice. This is also called service-good mix, and it can refer to many different types of businesses in all different industries.

_________has led service providers to market beyond the borders of their home countries, making marketing management and metrics and integral part of implementing and measuring an effective marketing strategy.

Concerns for all the activities involved in realizing new service opportunities, including product or service design, business model design, and marketing.

As gas prices increase, we see less cars on the road. People turn to alternate modes of transportation including taxis, public transportation, and bikes.

It is what guests say about the hotel through online reviews, comments and photos.

Services as solution tend to be crucial EXCEPT.

What is the FUNDAMENTAL principle of Customer Engagement?

Which is an example of a tangible service?

What do hotels used these days to manage their reputation?

To deal with the competition in the industry, company usually hired _______ employees.

The number of INTERNATIONAL travels is growing every year, this means that staff must be aware of _____________.

Hotels with ______ staff will attract FOREIGN clientele.

Give your customer what they want. Sell them what they want to buy. Strive to provide them with the best value. Value is benefits minus cost. This is what people look at when determining whether they would want to do business with your organization or not.

Cross functional teams help organizations put their customers first, by encouraging effective communication across teams.

Solving problems is the first step in making improvement.

All of the following are part of the logic for the position that satisfaction assists consumers in revising service quality perceptions except:

____ is an attitude formed by a long-term,overall evaluation of a firm's performance.

Man : You are very busy, Ma’am. Is there anything I can help?

Woman : Yes, please, kindly help me with the luggage.

Man : ....

What is the best response to say next?

A person approaches you and tells you of many complaints he has about your department. You should first:

When having a disagreement, I typically:

You are asked to push a particular viewpoint with a client. The request makes perfect business sense but you happen to not believe in the particular notion you are to advocate. How do you deal with the situation?

When it comes to resolving conflicts:

When conversing with clients who have a less extensive vocabulary (e.g. lower education level):