HRTM 110 Question and answers 100%
correct
Pineapple - correct answer welcome, friendship, hospitality
brought to Europe in 17th century
Hospitality industry - correct answer fun, fast paced, offers competitive pay,
offers advancement opportunities
Hospitality businesses are open - correct answer 24 hours a day, 7 days a
week, 365 days a year (employees often work longer hours)
services are intangible - correct answer can't physically touch or see, selling
service & experience
Seven Deadly Sins of Service - correct answer apathy, brush-off, coldness,
condescension, robotic like behavior, rule book, run-around
Service Success - correct answer focus on guest, understand the importance
of guest service, build service culture, "high touch" vs "high tech", thrive on
change
Moment of Truth - correct answer whenever a guest interacts with an
employee, make or break guest experience, every service organization
experiences thousands per day
Moments of Truth in Action - correct answer guest calling for a reservation,
welcomed to establishment, informed room or table not ready, orders a meal,
servers bring out order, delivers the meal, guests pay & leave
correct
Pineapple - correct answer welcome, friendship, hospitality
brought to Europe in 17th century
Hospitality industry - correct answer fun, fast paced, offers competitive pay,
offers advancement opportunities
Hospitality businesses are open - correct answer 24 hours a day, 7 days a
week, 365 days a year (employees often work longer hours)
services are intangible - correct answer can't physically touch or see, selling
service & experience
Seven Deadly Sins of Service - correct answer apathy, brush-off, coldness,
condescension, robotic like behavior, rule book, run-around
Service Success - correct answer focus on guest, understand the importance
of guest service, build service culture, "high touch" vs "high tech", thrive on
change
Moment of Truth - correct answer whenever a guest interacts with an
employee, make or break guest experience, every service organization
experiences thousands per day
Moments of Truth in Action - correct answer guest calling for a reservation,
welcomed to establishment, informed room or table not ready, orders a meal,
servers bring out order, delivers the meal, guests pay & leave
