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FINAL TEST INTRODUCTION HOSPITALITY OE COMPLETE QUESTIONS AND ANSWERS (VERIFIED)
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FINAL TEST INTRODUCTION HOSPITALITY OE COMPLETE QUESTIONS AND ANSWERS (VERIFIED)
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FINAL TEST INTRODUCTION HOSPITALITY OE COMPLETEQUESTIONS AND ANSWERS (VERIFIED)
1 . Who is the best judge of service quality?
A) staff members
B) managers
C) the owner of the service business
D) the person receiving the service "
ANSWER =the person receiving the service
"
2. Which of the following is the BEST definition of good service?
A) work done for others
B) meeting customers' needs in the way that they want and expect
C) matching employees' service expectations with the organization's service goals
D) work that meets the organization's service standards "
ANSWER =meeting customers' needs in the way that they want and expect
"
3. When a cruise line sends out direct mail that advertises special low rates for off-season bookings, it is
attempting to:
A) follow a chased-customer strategy.
,B) follow a full-market strategy.
C) manage demand.
D) manage supply. "
ANSWER =manage demand.
"
4. The most common method used to influence demand in the hotel industry is _________.
A) price
B) advertising
C) availability
D) marketing "
ANSWER =price
"
5. Disney's four basic service priorities are:
A) safety, courtesy, show, and efficiency.
B) fun, family, food, and fanfare.
C) enjoyment, security, vision, and repeat guests.
D) respond, focus, gratify, and serve. "
ANSWER =safety, courtesy, show, and efficiency.
"
,6. Why do the managers of a hotel divide the ""market""—that is, the people who are interested in
staying in a hotel— into segments, and only actively go after certain segments?
A) There are tax advantages to dividing the market into segments.
B) The managers know that their hotel can't appeal to everyone.
C) Most managers are not good marketers.
D) Managers can't create ""moments of truth"" until they divide the market into segments. "
ANSWER =The managers know that their hotel can't appeal to everyone.
"
2. Which of the following statements about service is TRUE?
A) If managers think they are providing good service, they can assume that their customers think so, too.
B) Fulfilling the expectations of employees, not customers, is most important in service encounters.
C) Price usually plays an important part in how service is evaluated.
D) Service employees can be looked upon as ""magicians"" who convince customers they're getting
good service even when it is below standards. "
ANSWER =Price usually plays an important part in how service is evaluated.
"
3. ""When demand is low, production capacity is wasted because there is an oversupply of workers to
serve the customers; when demand is higher than production capacity, there are more guests than the
workers or the building can serve and business is lost."" This describes a(n) __________ business.
A) limited-service
B) chased-demand
C) capacity-constrained
D) intangibles-oriented "
, ANSWER =capacity-constrained
"
4. Which of the following is an example of an activity or strategy designed to manage demand?
A) happy hours
B) early-bird specials
C) both of the above
D) none of the above "
ANSWER =happy hours & early-bird specials
"
5. A typical hotel or restaurant targets a limited number of market segments because:
A) management is usually not aggressive enough to go after all possible segments.
B) owners do not like to take the risks involved in going after all possible segments.
C) for accounting purposes, it is easier to only go after a few groups of customers.
D) it is impossible to appeal to everyone. "
ANSWER =it is impossible to appeal to everyone.
"
7. Which of the following is a trend that is affecting the travel and tourism industry?
A) the increase in the importance of seasonality in travel
B) the decrease in leisure time
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