HFT 1000 test 1 (A+ Graded)

Moment of truth correct answers refers to anytime the guest comes in contact with anything or anyone that represents the operation; cannot be taken back or done over again Ambience or servicescape correct answers the landscape within which service is experienced has been used to describe the physical aspects of the setting that contribute to the guests' overall physical feel of the experience Service correct answers a type of product that is intangible, goods that are inseparable from the provider, variable in quality and perishable. The reason why private clubs exist; members receive high-end, personalized customer service at their club Service experience correct answers sum total of the experience that the customer has with the service provider on a given occasion Service product correct answers Entire bundle of tangibles and intangibles in a transaction which has a significant service component Auguste Escoffier correct answers 1st chef at Savoy hotel Bakken correct answers Amusement park in Denmark that traces its origins back to the 16th century Brand heritage correct answers an emerging topic within the marketing discipline that suggests that the consumer appeal of products and services offered by older companies may be enhanced by historical characters of their brands Carnival cruise line correct answers started by Ted Arison in 1972, start of the modern cruise industry Cesar Ritz correct answers Hired to manage Savoy Hotel in London, later went on to build his own luxury hotel empire Chain correct answers A company with multiple locations Code of Hammurabi correct answers laws established around 1750 bc by Hammurabi, the ruler of Babylonia; regulations for innkeepers and tavern-keepers on issues related to pricing and licensing are included among others Conrad Hilton correct answers built 1st hotel in 1919 & built national chain. acquired Statler chain in 1954 Cunard line correct answers founded in 1839 by Samuel Cunard to operate transatlantic vessels between Britain & the US, merged with the White Star Line in 1934 and shortly after built the Queen Mary & the Queen Elizabeth