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Review questions for chapter 1 of Hospitality Today 7th Edition

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Intro to Hospitality - Chapter 1

Question 1 of 8

1

What constitutes superior service?

Select one of the following:

  • Work done for others

  • The reality of a guests' stay is less than expected

  • The reality of a guests' stay is exceeded

Explanation

Question 2 of 8

1

Which of the following is NOT a challenge businesses face when managing and marketing their products and services?

Select one of the following:

  • The nature of the product is different

  • People are a part of the product

  • The service's provided cannot be inventoried

  • Customers have no contact with their servers

Explanation

Question 3 of 8

1

Hotels and restaurants provide intangible products.

Select one of the following:

  • True
  • False

Explanation

Question 4 of 8

1

Which of the following are the steps for strategic planning?

Select one of the following:

  • Perform SWOT analysis, Implement strategies, formulate strategies, and monitor results

  • Monitor results, perform SWOT analysis, formulate strategies, and implement strategies

  • Perform a SWOT analysis, formulate strategies, implement strategies, and monitor results

  • Perform a SWOT analysis, manage supply, implement strategies, and monitor results

Explanation

Question 5 of 8

1

Which of the following are ways a hotel or restaurant can manage supply and demand?

Select one or more of the following:

  • Hire part-time employees to work during rush hours

  • Send away all guests after a certain number

  • Offer special deals during slow periods

  • Taking reservations

Explanation

Question 6 of 8

1

The components of a strategic service vision are (1) targeting a market segment and (2) managing demand.

Select one of the following:

  • True
  • False

Explanation

Question 7 of 8

1

Fill the blank space to complete the text.

The five things organizations can do to help them deliver good service: don't forget who you are, encourage every employee to act like a manager, handle correctly, hire good people and keep them happy, respond in a timely manner.

Explanation

Question 8 of 8

1

What are Disney's four basic service priorities?

Select one of the following:

  • Safety, courtesy, show, and efficiency

  • Safety, courtesy, price, and efficiency

  • Danger, fun, promotion, and time

  • Safety, courtesy, price, and focus

Explanation

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