GUEST SERVICE EXAM 2 - HFT 3540 LATEST 2025
QUESTIONS WITH PASSED ANSWERS.
Disadvantages of Co-production Answer - Legal Risk - Safety Issues
Quasi-Employees (Guests) Answer - 1. Carefully & completely define the roles
you want them to play
2. Make sure guests understand exactly what is expected to do & that they
have the KSA's to do so
3. Evaluate the guests ability & willingness to perform well
Firing the Guest Answer - - Important to maintain the guests dignity
- Subtle Firings - age/attire restrictions
- Abrupt Firings- When customers threaten the well-being or safety of other
customers, employees, or themselves
Theming Answer - Using the environment to create a sense of fantasy
Disadvantages of Theming Answer - 1. May limit the appeal of the service to
some people
2. Limits the new ventures a service can do b/c it must coincide with the theme
Advantages of Theming Answer - 1. Adds value to the experience
2. Reinforces remembrance of the experience
, Entertainment Control System Answer - Manages each guest experience by
managing the visual and auditory aspects of a setting
Ex: Remote interface cabinets - synchronized light & sound through parade
Serviscape Answer - What the individual environment factors add up for each
guest - perceived service environment
Factors that Moderate Individual Responses Answer - Moods, purposes,
demographic characteristics, personality traits, cultural values & beliefs
Lean Environment Answer - - Simple information, less to take in
- Used when guests are unfamiliar with the setting
(Hotel)
Rich Environment Answer - - More complex information, detail rich
- Used when guests are familiar with the setting
(Themed Restaurant)
Guest Mood Answer - Create and maintain the mood
Ex: Disney does not break the "magic" & keeps grounds clean and orderly
Service Setting Answer - -Fourth important component to manage for
hospitality managers
- Must make guest feel safe & secure
- Easy to get around & understand surroundings
QUESTIONS WITH PASSED ANSWERS.
Disadvantages of Co-production Answer - Legal Risk - Safety Issues
Quasi-Employees (Guests) Answer - 1. Carefully & completely define the roles
you want them to play
2. Make sure guests understand exactly what is expected to do & that they
have the KSA's to do so
3. Evaluate the guests ability & willingness to perform well
Firing the Guest Answer - - Important to maintain the guests dignity
- Subtle Firings - age/attire restrictions
- Abrupt Firings- When customers threaten the well-being or safety of other
customers, employees, or themselves
Theming Answer - Using the environment to create a sense of fantasy
Disadvantages of Theming Answer - 1. May limit the appeal of the service to
some people
2. Limits the new ventures a service can do b/c it must coincide with the theme
Advantages of Theming Answer - 1. Adds value to the experience
2. Reinforces remembrance of the experience
, Entertainment Control System Answer - Manages each guest experience by
managing the visual and auditory aspects of a setting
Ex: Remote interface cabinets - synchronized light & sound through parade
Serviscape Answer - What the individual environment factors add up for each
guest - perceived service environment
Factors that Moderate Individual Responses Answer - Moods, purposes,
demographic characteristics, personality traits, cultural values & beliefs
Lean Environment Answer - - Simple information, less to take in
- Used when guests are unfamiliar with the setting
(Hotel)
Rich Environment Answer - - More complex information, detail rich
- Used when guests are familiar with the setting
(Themed Restaurant)
Guest Mood Answer - Create and maintain the mood
Ex: Disney does not break the "magic" & keeps grounds clean and orderly
Service Setting Answer - -Fourth important component to manage for
hospitality managers
- Must make guest feel safe & secure
- Easy to get around & understand surroundings
