HFT 1000 Exam 1 (100% Accurate Answers)

According to our textbook, what does "pineapple" stand for? correct answers Symbol of hospitality and a sign of friendliness, warmth, and cheer (p5) What is an experience? correct answers What is service? correct answers All actions and reactions that guests perceive they are purchasing What are the major characteristics of service (e.g., perishability, intangibility, inseperability)? correct answers Perishability: The limited lifetime of hospitality proucts; for example, last night's vacant hotel room cannot be sold today Intangibility: Hospitality service cannot be sampled prior to purchase Inseparability: The linkage of hospitality products and services What is co-production/co-creation? correct answers Other customers can be influential in the enjoyment of the service. Emphasis on compatibility of guests. Guests with similar characteristics can enhance the enjoyment of the service. Guests with marked differences can inhibit from the enjoyment of the service. EX: In an organized tour, guests impact each others enjoyment of the service/experience. What are moments of truth? Who coined it? correct answers Guest encounters, i.e. calling for a reservation, parking, being welcomed. Coined by Jan Carlson. List travel intermediaries correct answers Tour operators, Travel agencies, Online travel agencies (OTA - i.e. Expedia, Priceline, Travelocity), Travel and Tour Wholesalers, Destination Management Company. What is commission? correct answers What you receive when you make a sale. Was a primary source of income until it became capped off. Have a general idea of tourism and trends in the various sectors correct answers Globalization, Safety and security, Emphasis on service, Going green and corporate citizenship, Emphasis on technology, Changing demographics, Price and value, 300 million new passports, Healthy products services and recreation, Increased sophistication, Increased completion, Maturity of industry, Busy lifestyles, Purchasing for the experience. What does DMO do? correct answers Promotes a town, city, region, or country in order to increase the number of visitors. What are major airline trends? correct answers The commoditization of airline travel and new planes with greater efficiency.