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HMD 101 Quiz 2 with complete solutions 2024_2025
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HMD 101 Quiz 2 with complete solutions 2024_2025
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HMD 101 Quiz 2 with complete solutions2024/2025
Service quality management - ANSWER-is discussed and talked about in
hospitality blogs and textbooks. It is an act, performance, deed or encounter in
time. This definition means that service is an act, performance, deed or encounter
in time. The employees of a hospitality company deliver personally these acts,
performances, deeds or encounters in time. How do we assess product quality?
We do this by realizing that our opinions become specific to ourselves.
Four elements of services that define the way of what the service quality means
to the guests are - ANSWER-are intangible, inseparable, heterogeneous, and
perishable. These four aspects of service are the most important part in making
the management of service quality much more complex than the management of
product quality.
Service is Intangible: - ANSWER-It means that you can't touch it or see it; there is
no physical presence. It is hard to value and measure because it is unknown.
Emotions, moods, self-confidence, helpfulness or even intelligence are intangible
aspects of service quality. What of the check in process is a room assignment
and room key? The how is the timeliness, friendless, knowledge of the property,
and other intangibles, which is important for the guest experience?
Service is Inseparable. - ANSWER-The process of service is inseparable because
it is connected with the customer and at the same time is being delivered to the
customer bevy you. The front desk associate is providing the service of checking
in a guest while the guest is receiving the service. The thing is you cannot detect
the defects of the delivery of the guest until after there service has been
, conducted/ Service is Heterogeneous: It is a world meaning, diverse, dissimilar,
different and non-uniform. This word describes the expectations of guests in the
business of hospitality. Four Season Hotels as an organization is a leader in this
service and training all of their guest contact employees in adjusting dissimilarity
of guest expectations.
The training is focused on three steps. - ANSWER-Get me right, get it right, and
wow me if you can. Get me right means that the staff members use their
experience to provide the best type of service for the guests. Get it rights is the
most appropriate service to the guest. Wow me if you cabin means if the staff did
something extraordinary for the gayest. Personally escorting a lady who has had
a bad day will be a wow factor.
a service is a perishable - ANSWER-Service cannot be stored and has a very
short shelf life. If we do not use an employee for service delivery while they are
being paid for being present in the workplace, their ability to provide service is
wasted. If the staff is underperforming their services, the guest complaints will
increases and the hotels reputation will be harmed. If there are more staff
members available, the level of service will go upon because there are more
people to attend to guests however it will be expensive to pay all of these people.
Overarching Theory of Service Quality. - ANSWER-. It is based on just three
principles; the individual customer only and no one else define 1 Service quality.
2 The customer defines service quality using only two variables, those of
expectations and perceptions, again both variables individual to each individual
customer. Each individual customer defines Service quality by comparing
perceptions relative to expectations resulting in only three outcomes.
The customer defines Service Quality - ANSWER-Everything is changing around
us and traditions have fallen quickly due to these changes. The first and most
fundamental concept of the overarching theory of service quality comes into play.
The customer and no one else define Service quality; this old paradigm was the
parameters of service and that is what was delivered to the customer. Hotels were
always full service and guests dressed in formal wear for dinner at resets. There
were no fast food restaurants and food was always served from a keg. All of
these aspects of the hospitality business have disappeared. In Extremely
competitive business environments in the business of hospitality, the customer,
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