Hospitality Exam 1 Review Questions
well answered already passed
How is good service defined? What constitutes superior service? - correct answer ✔✔ Ability to
exceed expectations of the customers.
What are some challenges service businesses face when managing and marketing their
products and services? - correct answer ✔✔ *The nature of the product is different
*Customers are more involved in the production process
*People are part of the product
*It's harder to maintain quality control standards
*The service provided can't be inventoried.
*Time factor is more important
*Distribution channels are different
What are some of the intangible products hotels and restaurants provide? - correct answer ✔✔
Comfort, security, and positive experiences.
How does strategic planning help hospitality businesses provide good service? - correct answer
✔✔ Companies must formulate general business objectives for themselves, otherwise there is
bound to be confusion about where they are going and how they intend to get there.
What is the strategic planning process? - correct answer ✔✔ Broad, long-range business
planning. (SWOT analysis)
, How do capacity constrained businesses such as hotels/restaurants manage supply and
demand? - correct answer ✔✔ Supply- fixed number of products supplied (level capacity
strategy)
Demand- encouraging business during slow periods.
What are the components of a strategic service vision, and how do they help businesses deliver
good service? - correct answer ✔✔ 1.) Targeting a market segment- single out groups to market
towards.
2.) Focusing on a service strategy- the way the service is delivered is tailored to match the
expectations of the segment that it targets.
What are the five things an organization can do to help them deliver good service? - correct
answer ✔✔ 1.) don't forget who you are
2.)Encourage every employee to act like a manager
3.) Handle moments of truth correctly
4.)Hire good people and keep them happy
5.)Respond in a timely manner
What are Disney's four basic service priorities? - correct answer ✔✔ Safety, courtesy, show,
efficiency.
How has technology transformed the way we live? - correct answer ✔✔ Cheaper/faster
traveling, manufacture goods more efficiently, and international communication almost
instantly.
what are some other economic/social trends that are effecting travel and tourism? - correct
answer ✔✔ increased leisure time, many two incomed households, seasonality is less
important in travel.
well answered already passed
How is good service defined? What constitutes superior service? - correct answer ✔✔ Ability to
exceed expectations of the customers.
What are some challenges service businesses face when managing and marketing their
products and services? - correct answer ✔✔ *The nature of the product is different
*Customers are more involved in the production process
*People are part of the product
*It's harder to maintain quality control standards
*The service provided can't be inventoried.
*Time factor is more important
*Distribution channels are different
What are some of the intangible products hotels and restaurants provide? - correct answer ✔✔
Comfort, security, and positive experiences.
How does strategic planning help hospitality businesses provide good service? - correct answer
✔✔ Companies must formulate general business objectives for themselves, otherwise there is
bound to be confusion about where they are going and how they intend to get there.
What is the strategic planning process? - correct answer ✔✔ Broad, long-range business
planning. (SWOT analysis)
, How do capacity constrained businesses such as hotels/restaurants manage supply and
demand? - correct answer ✔✔ Supply- fixed number of products supplied (level capacity
strategy)
Demand- encouraging business during slow periods.
What are the components of a strategic service vision, and how do they help businesses deliver
good service? - correct answer ✔✔ 1.) Targeting a market segment- single out groups to market
towards.
2.) Focusing on a service strategy- the way the service is delivered is tailored to match the
expectations of the segment that it targets.
What are the five things an organization can do to help them deliver good service? - correct
answer ✔✔ 1.) don't forget who you are
2.)Encourage every employee to act like a manager
3.) Handle moments of truth correctly
4.)Hire good people and keep them happy
5.)Respond in a timely manner
What are Disney's four basic service priorities? - correct answer ✔✔ Safety, courtesy, show,
efficiency.
How has technology transformed the way we live? - correct answer ✔✔ Cheaper/faster
traveling, manufacture goods more efficiently, and international communication almost
instantly.
what are some other economic/social trends that are effecting travel and tourism? - correct
answer ✔✔ increased leisure time, many two incomed households, seasonality is less
important in travel.
