HFT: 3540 Guest Service Management
Final Review (2025-2026) questions n
answers
What does guest ology do differently from traditional management thinking? - ANS ✔✔It
focuses on understanding customers experience systematically from the guests point of view.
As a low cost carrier known for outstanding service quality for a broad population, Southwest
Airlines uses which strategy? - ANS ✔✔(NOT: market-niche)
A part of a job announcement on the position of "assistant manager, attraction operation" reads
as follows "the job responsibilities includes: 1) Supervise the operation of a specific attraction
and provides direction/ development to venue supervisor. 2) Use analytical skills to ensure that
the assigned venues are meeting departmental standards for guest and team member
satisfaction, and financial goals while maintaining the highest safety standards at all times."
What terminology describes this part of the announcement? - ANS ✔✔Job description
What is culture - ANS ✔✔culture is a way of behaving, thinking, and acting that is learned and
shared by the organization's members.
Disney World uses its ICP to hire cast members for EPCOT. Which of the followings is NOT an
accurate reason for Disney to use such an external recruitment tool? - ANS ✔✔It takes less time
and cost to bring in international workforce
Regardless of theming strategy, the best way to maintain success is to __________. - ANS
✔✔provide consistently better quality and value than your competitors
According to your textbook, which of the following principles about organizational culture that
are generally true? - ANS ✔✔Strong cultures are worth building; they provide guidance for
,employee behaviors in uncertain situations when company supervisors, policies, or procedures
are unavailable or unwritten.
Leader define the culture (or redefine it if necessary), teach it, and sustain it.
Subcultures will form in larger organizations. A strong culture will increase the likelihood of
keeping the subcultures consistent with the overall culture's values in important areas.
Susan begins her career working in the human resources department of a hotel corporation. To
respond to a candidate for a management position who wants to know more about the job,
Susan is likely to send which of the following? - ANS ✔✔job description and specification
To maintain the fantasy illusion in a themed service setting, ________ - ANS ✔✔the service
environment must be carefully designed and controlled
Fast-food companies shifting to more ethically sourced ingredients such as cage-free eggs are an
example of what strategy? - ANS ✔✔differentiation
Which of the following statements regarding Jo Bitner's Servicescape Model is NOT correct? -
ANS ✔✔Servicescape is the physical service environment, not the perception from guests.
In service planning, the ______analysis leads to the generation of strategic premises and
understanding of opportunities and threats outside of our organization, while the ______
analysis leads to a redefinition or reaffirmation of organizational core competencies. - ANS
✔✔(NOT: SWOT, internal)
Service ____ means that the service quality and demand differ depending on who provides the
services and when and where they are provided. For example, you might have a very different
experience at Disney Park in its busy season in summer than in slow season. - ANS
✔✔variability
Which of the following statements regarding "customer expectations" is NOT correct? - ANS
✔✔Hospitality business has no role to play in shaping customer expectations
, Responsibility for meeting guest's expectation and bringing them back to the hospitality
business usually lies with the______. - ANS ✔✔operations department for delivering service
that enhances the organization's reputation
According to the Pine and Gilmore's article "Differentiating hospitality operations via
experiences", the authors made all of the following suggestions for service companies,
except_______ - ANS ✔✔(NOT: creating places within a place)
___________is the first step in staffing in hospitality industry - ANS ✔✔Human resource
planning
Which of the following statements regarding service environment is NOT correct? - ANS
✔✔functional congruence refers to how well signs are designed
According to your textbook, which form of emotional labor management causes less exhaustion
and can enhance an employee's well-being? - ANS ✔✔(NOT: surface acting)
The moment of truth refers to ______. - ANS ✔✔one single moment during a variety of
interactions between the guest and the organization that can make or break the guest's
experience
What is (are) the information source(s) which enable(s) service providers to anticipate
customer's expectation? - ANS ✔✔1. product price, 2. online review and word of mouth, 3.
guest's information (gender, age, prior experience, etc)
__________are the primary factors within a guest experience valued highly by the guest and
leading to guest satisfaction. For example, convenience, efficiency, and food quality consistency
are such factors for McDonald's. - ANS ✔✔Key Drivers
Final Review (2025-2026) questions n
answers
What does guest ology do differently from traditional management thinking? - ANS ✔✔It
focuses on understanding customers experience systematically from the guests point of view.
As a low cost carrier known for outstanding service quality for a broad population, Southwest
Airlines uses which strategy? - ANS ✔✔(NOT: market-niche)
A part of a job announcement on the position of "assistant manager, attraction operation" reads
as follows "the job responsibilities includes: 1) Supervise the operation of a specific attraction
and provides direction/ development to venue supervisor. 2) Use analytical skills to ensure that
the assigned venues are meeting departmental standards for guest and team member
satisfaction, and financial goals while maintaining the highest safety standards at all times."
What terminology describes this part of the announcement? - ANS ✔✔Job description
What is culture - ANS ✔✔culture is a way of behaving, thinking, and acting that is learned and
shared by the organization's members.
Disney World uses its ICP to hire cast members for EPCOT. Which of the followings is NOT an
accurate reason for Disney to use such an external recruitment tool? - ANS ✔✔It takes less time
and cost to bring in international workforce
Regardless of theming strategy, the best way to maintain success is to __________. - ANS
✔✔provide consistently better quality and value than your competitors
According to your textbook, which of the following principles about organizational culture that
are generally true? - ANS ✔✔Strong cultures are worth building; they provide guidance for
,employee behaviors in uncertain situations when company supervisors, policies, or procedures
are unavailable or unwritten.
Leader define the culture (or redefine it if necessary), teach it, and sustain it.
Subcultures will form in larger organizations. A strong culture will increase the likelihood of
keeping the subcultures consistent with the overall culture's values in important areas.
Susan begins her career working in the human resources department of a hotel corporation. To
respond to a candidate for a management position who wants to know more about the job,
Susan is likely to send which of the following? - ANS ✔✔job description and specification
To maintain the fantasy illusion in a themed service setting, ________ - ANS ✔✔the service
environment must be carefully designed and controlled
Fast-food companies shifting to more ethically sourced ingredients such as cage-free eggs are an
example of what strategy? - ANS ✔✔differentiation
Which of the following statements regarding Jo Bitner's Servicescape Model is NOT correct? -
ANS ✔✔Servicescape is the physical service environment, not the perception from guests.
In service planning, the ______analysis leads to the generation of strategic premises and
understanding of opportunities and threats outside of our organization, while the ______
analysis leads to a redefinition or reaffirmation of organizational core competencies. - ANS
✔✔(NOT: SWOT, internal)
Service ____ means that the service quality and demand differ depending on who provides the
services and when and where they are provided. For example, you might have a very different
experience at Disney Park in its busy season in summer than in slow season. - ANS
✔✔variability
Which of the following statements regarding "customer expectations" is NOT correct? - ANS
✔✔Hospitality business has no role to play in shaping customer expectations
, Responsibility for meeting guest's expectation and bringing them back to the hospitality
business usually lies with the______. - ANS ✔✔operations department for delivering service
that enhances the organization's reputation
According to the Pine and Gilmore's article "Differentiating hospitality operations via
experiences", the authors made all of the following suggestions for service companies,
except_______ - ANS ✔✔(NOT: creating places within a place)
___________is the first step in staffing in hospitality industry - ANS ✔✔Human resource
planning
Which of the following statements regarding service environment is NOT correct? - ANS
✔✔functional congruence refers to how well signs are designed
According to your textbook, which form of emotional labor management causes less exhaustion
and can enhance an employee's well-being? - ANS ✔✔(NOT: surface acting)
The moment of truth refers to ______. - ANS ✔✔one single moment during a variety of
interactions between the guest and the organization that can make or break the guest's
experience
What is (are) the information source(s) which enable(s) service providers to anticipate
customer's expectation? - ANS ✔✔1. product price, 2. online review and word of mouth, 3.
guest's information (gender, age, prior experience, etc)
__________are the primary factors within a guest experience valued highly by the guest and
leading to guest satisfaction. For example, convenience, efficiency, and food quality consistency
are such factors for McDonald's. - ANS ✔✔Key Drivers
