Question 1

Which of the following is an intangible aspect of hotel customer services?&#10;A) Speed of service&#10;B) Comfort of the beds&#10;C) Room cleanliness&#10;D) Hotel leisure facilities

Accepted Answer

Speed of service is an intangible aspect because it refers to how quickly service is provided, which cannot be physically touched or measured in the same way as the comfort of beds, cleanliness of a room, or the physical facilities of a hotel.

Question 2

Which of the following is a tangible aspect of hotel customer services?&#10;A) Bathroom cleanliness&#10;B) Communication skills of staff&#10;C) Welcome of reception staff&#10;D) Staff responsiveness to customer needs

Accepted Answer

Bathroom cleanliness is a tangible aspect of hotel customer services because it is a physical attribute that can be seen and experienced by the customer. Choices B, C, and D are intangible aspects of hotel customer services because they relate to the behavior and attitudes of staff, which cannot be physically seen or touched.

Question 3

Which of the following best describes hotel services?&#10;A) They are time specific&#10;B) They can be produced in advance&#10;C) They are largely intangible&#10;D) They are imperishable

Accepted Answer

A

Question 4

Which of the following best describes budget hotel services?&#10;A) Standardised and tangible&#10;B) Customised and tangible&#10;C) Standardised and intangible&#10;D) Customised and intangible

Accepted Answer

Budget hotel services are typically standardised and tangible, meaning they offer a consistent level of service and physical amenities across their locations.

Question 5

Which of following best describes luxury hotel services?&#10;A) Standardised and intangible&#10;B) Customised and tangible&#10;C) Standardised and tangible&#10;D) Customised and intangible

Accepted Answer

The answer of Which of following best describes luxury hotel...

Question 6

Which of the following best describes boutique hotel service?&#10;A) Customised and tangible&#10;B) Customised and intangible&#10;C) Standardised and intangible&#10;D) Standardised and tangible

Accepted Answer

The answer of Which of the following best describes boutique...

Question 7

Which of the following best describes catering consultancy services?&#10;A) Customised and intangible&#10;B) Customised and tangible&#10;C) Standardised and intangible&#10;D) Standardised and tangible

Accepted Answer

Catering consultancy services are customised to each individual client's needs and are not physical products, making them intangible.

Question 8

Which of the following IS NOT a reason for the emergence of hotel branding?&#10;A) They are responsive to local tastes and cultures&#10;B) They are aimed at clear market segments&#10;C) They send clear messages to customers&#10;D) They represent a cluster of attributes to customers

Accepted Answer

The emergence of hotel branding is not driven by responsiveness to local tastes and cultures, but rather by creating a distinct and recognizable identity for the hotel brand that can attract and retain customers.

Question 9

Which of the following IS NOT a problem for the management of hotel chains?&#10;A) Employee dissatisfaction can lead to service breakdowns&#10;B) It is difficult to maintain service consistency across all hotel&#10;C) Management styles are consistent across hotels&#10;D) It is difficult to predict individual customer service needs

Accepted Answer

The answer of Which of the following IS NOT a...

Question 10

Which of the following IS NOT a feature of budget hotel brands?&#10;A) An &#224; la carte restaurant cooking food to order&#10;B) A high degree of predictability&#10;C) Standardised room and facilities design&#10;D) Private rooms with en-suite facilities

Accepted Answer

Budget hotel brands typically do not have an à la carte restaurant cooking food to order as it would increase operational costs and affect the affordability factor for guests. Instead, they typically offer limited food options such as breakfast buffets or vending machines.

Deck 10: Managing Hospitality Services