Moments of truth are - Study guides, Class notes & Summaries

Ch 1: Marriott values their ____ and says that they are the number one _____. - ANSWER-employees, customer The pineapple is a symbol of? - ANSWER-friendship, hospitality, welcome Internal customer is an? - ANSWER-employee Moments of truth are? - ANSWER-guest encounters Every hospitality organization has thousands of ________ of _____ every day. - ANSWER-moments, truth Some of them include; a guest _____ a restaurant for a table reservation, tries to attract the _________ attention...

Since its introduction, the pineapple has been internationally recognized as ___________ - Symbol of Hospitality In the hospitality industry, the concept of perishability means ____ - an unsold airline seat, hotel room or empty restaurant table Each of the following is a characteristics of the hospitality industry EXCEPT__________ - the service product and the guest are separate Guest calls for reservations and a guest welcome are both examples of what? - Moments of truth Which of the fol...

What is the Key to being successful in the hospitality industry? - ANSWER-being a service-oriented person Ethics is (are)? - ANSWER-a set of moral principles and values used to answer questions about right and wrong Inseparability refers to: - ANSWER-the fact that production and consumption occur simultaneously Empowerment is: - ANSWER-A feeling in which employees feel responsible for their jobs and have stake in the organizations success All of the following are part of Disneys "Fi...

HOSP 1010 midterm Prof. Gaillard Exam Questions and Answers 100% Pass The service distinction - Answer- intangibility inseparability perishability variability What is a customer? - Answer- -Customers are the most important people ever in this office, in person or by mail. -Customers don't depend on us, we depend on them. -Customers are not an interruption of our work, they are the purpose of it. -We are not doing them a favor by serving them, they are doing us a favor by giving us th...

According to our textbook, what does "pineapple" stand for? correct answers Symbol of hospitality and a sign of friendliness, warmth, and cheer (p5) What is an experience? correct answers What is service? correct answers All actions and reactions that guests perceive they are purchasing What are the major characteristics of service (e.g., perishability, intangibility, inseperability)? correct answers Perishability: The limited lifetime of hospitality proucts; for example, last night...

Key traits & characteristics of a competent & effective instructor: correct answers 1. Adheres to a code of practice for teachers at all times. 2. Establishes good rapport & relationships with all learners at all times. 3. Fosters a constructive learning experience 4. Adjusts own level of English to suit the class 5. Always gives clear, precise instructions 6. Chooses appropriate moments for correcting the learners' language 7. Understands the need to use a range of relevant and suitable ...

HOSP 1010 Exam 1 Complete Guide Intangibility Can't be seen, tasted, felt, heard, or smelled before purchase Inseparability Production and consumption happen simultaneously Brainpower Read More Perishability Can't be stored for later sale or use -Unsold rooms Variability Quality depends on who provides them and when, where and how Do customers depend on us? No -We depend on the customer Acronym for service Spirit Empathy Responsiveness Visibility Inventivene...

COM 312 Test 2 Terms 40 Questions with Verified Answers Visual rhetoric - CORRECT ANSWER o Everyday persuasion o Political o Iconic public memory o Nostalgia o Identification o Synecdoche and metonymy iconic photos - CORRECT ANSWER o Robert Hariman and John Lucaites: Wrote No Caption Needed (2017) • Collective memory, photo does not need a caption • Put great depression picture on book cover Kent State University shooting 1970 • Iconic photo - collective memories • Analy...

Hosp 1010 Gaillard Midterm Graded A+ hospitality ️ the service distinction ️intangibility, inseparability, perishability, variability intangibility ️can't be seen, tasted, felt, heard, or smelled before purchase inseparability ️production and consumption happen simultaneously Perishability ️can't be stores for later sale or use variability ️quality depends on who provides them, when, where, and how consumer ️the most important people, we depends on them, the purpose...

Pineapple - ANSWER-What has been a symbol of hospitality for centuries? Hospitality - ANSWER-This is any organization that provides food, shelter, recreation, and other services to people away from home. False - ANSWER-True or false: Hospitality just has to do with hotels. Management - ANSWER-This has to do with planning, organizing, staffing, leading, and controlling. Hospitality management - ANSWER-Planning, organizing, staffing, leading, controlling resources to create positive ex...