HOSP-1010-Gaillard : Midterm Exam Questions and Answers 100% Pass

HOSP-1010-Gaillard : Midterm Exam Questions and Answers 100% Pass What are the components of the *Service Distinction*? - Answer- -Intangibility -Inseparability -Perishability -Variability -Component of the Service Distinction -Can't be seen, tasted, felt, heard, or smelled before purchase - Answer- intangibility -Component of the Service Distinction -Production & consumption happen simultaneously - Answer- inseparability -Component of the Service Distinction -Can't be stored for later sale or use (unsold rooms) - Answer- perishability -Component of the Service Distinction -Quality depends on who provides them, & when/where/how - Answer- variability What is the purpose of work in the hospitality industry? - Answer- serving the needs of customers What does *S.E.R.V.I.C.E.* stand for? - Answer- -Spirit -Empathy -Responsiveness -Visibility -Inventiveness -Competency -Enthusiasm the customers' perception of how well a service meets or exceeds their quality expectations - Answer- service quality *A level of service quality that is enough in the eyes of customers (compared to competitors) that it enables you to:* -Charge a higher price for your service product -Gain unnaturally large market share -Enjoy a higher profit margin than competitors - Answer- service excellence What is needed to perform Service Quality? - Answer- -A well-conceived strategy for service -Customer-oriented frontline people -Customer-friendly systems rules put in place to help an organization run more smoothly - Answer- blue rules rules based on safety measures - Answer- red rules *A participatory process that empowers all levels of employees to work in groups to establish guest service expectations & determine the best way to meet/exceed them* -A continuous process that works best when managers are also good leaders