HOSP 1010 midterm Prof. Gaillard Exam Questions and Answers 100% Pass

HOSP 1010 midterm Prof. Gaillard Exam Questions and Answers 100% Pass The service distinction - Answer- intangibility inseparability perishability variability What is a customer? - Answer- -Customers are the most important people ever in this office, in person or by mail. -Customers don't depend on us, we depend on them. -Customers are not an interruption of our work, they are the purpose of it. -We are not doing them a favor by serving them, they are doing us a favor by giving us the opportunity to serve. -We don't argue or match wits with our customers. -Nobody ever won an argument with a customer. -Customers are people who bring us their wants. -Our job is to handle them profitably, for them and for ourselves. S.E.R.V.I.C.E - Answer- -Spirit -Empathy -Responsiveness -Visibility -Inventiveness -Competency -Enthusiasm Service quality - Answer- customers' perceptions of how well a service meets or exceeds their expectations Service excellence - Answer- Associates anticipate and meet or exceed customer needs and expectations on the basis of the mission and values Who are our customers? - Answer- -internal customer: stakeholders who work within your company (employees) and require assistance from another individual or department to get their job done -external customer: people that pay for and use the products or services your company offers Total Quality Management (TQM) - Answer- -TQM Is a continuous process that works best when managers are also good leaders. Focused on error prevention -Focus on the customer, Continuous improvement, Quality improvement, measure accurately, involve employees Sins of service - Answer- apathy, brush-off, coldness, condescension, robotism, runaround, rule book Elements of world class service - Answer- attentiveness, courtesy, listening, responsiveness, competence, follow-through, above and beyond Characteristics of service role models - Answer- -They have the basics down pat -They believe quality drives profit -They know their customers -They have a moment of truth focus -The have a "whatever it takes" attitude -They recover from mistakes or defects -Service happens inside and outside of the company -They see management as a helper and supporter -They care about their employees as well as their customers -They are perpetually unsatisfied with their performance. Cycle of service - Answer- Continuous chain of events that the customer goes through as he or she experiences your service Moments of truth - Answer- anytime a customer comes into contact with an organization and is able to form an opinion of theme, their product or the service they provide Malcolm Baldrige National Quality Award - Answer- -The highest level of recognition that a US company can receive -The Ritz Carlton: the only hospitality company to win 2 awards (1992 & 1999) Back of the house - Answer- -The support areas behind the scenes in a hotel or motel, including housekeeping, laundry, engineering, and foodservice