Exam (elaborations)
Guest Service Management Exam #1 Questions and Answers 100% Correct
- Course
- Institution
Guest Service Management Exam #1 Questions and Answers 100% Correct
[Show more]
Content preview
Guest Service Management Exam #1Questions and Answers 100% Correct
Hospitality Industry - ANSWER At most basic: Food, drink, and lodging services
alone or in comination w/:
-theme parks
-Airlines
-Gamins
-Cruise ships, etc
Guestology - ANSWER Guests are to the extent possible, studied scientifically.
Our employees must treat our customers like guests and we must manage the
organization from the guest's point of view.
Guestologist - ANSWER Specialist in identifying how hospitality organizations
can best respond to the needs, wants, and expectations of their targeted guest
markets.
Service - ANSWER Intangible part of transaction relationship between provider
organization and its customer, client, or guest
Service Has Two Parts - ANSWER -Tangible
-Intangible
Service Product - ANSWER This is why the guests come to us.
, Servicescape - ANSWER -This is the landscape within which service is
experienced
-Unique to each guest
-Differences in perceptions
-Factors that moderate individual responses
Service Delivery System - ANSWER Includes human component and production
process and informational systems and techniques that help deliver service.
Value - ANSWER Value to the guestologist is the quality of guest experience
divided by all costs incurred by our guest
Guests' Costs - ANSWER Financial and Nonfinancial costs
-Price of meal
-Opportunity costs of missing out on other meals or experiences
-Time is worth somethings
-Tangible and intangible
Quality and Value - ANSWER -Both are intangiblity and variability
-Only guest can define quality and value in hospitality field
Strategic Planning - ANSWER -SWOT Analysis
-Short, medium, and long term planning are neccessary
External Factors - ANSWER -Demographics
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller StudySet. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $12.49. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
77016 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now