Question 1

Hospitality can be defined as which of the following?&#10;A) a very subjective concept&#10;B) the generous and cordial provision of services to a guest&#10;C) a very &#34;iffy&#34; happening in our hotels&#10;D) useful in providing continued financial growth

Accepted Answer

Hospitality is commonly defined as the generous and cordial provision of services to a guest, focusing on creating a welcoming and comfortable environment.

Question 2

Hospitality is important to which of the following?&#10;A) guests&#10;B) hotel owners&#10;C) both A and B&#10;D) front office managers&#10;E) none of the above

Accepted Answer

Hospitality is crucial for both guests, who expect and deserve a welcoming and pleasant experience, and hotel owners, who rely on high standards of hospitality to maintain customer satisfaction, repeat business, and a positive reputation.

Question 3

A financial commitment on the part of management is an essential part to the success of a service management program.

Accepted Answer

Financial commitment from management is crucial for securing the necessary resources, tools, and personnel to successfully implement and sustain a service management program.

Question 4

Component(s) of a service strategy statement include which of the following?&#10;A) commitment from top-level ownership and management that service is a top priority in the company&#10;B) commitment to develop and to administer a service management program&#10;C) commitment to train employees to deliver service efficiently&#10;D) commitment of financial resources to develop incentives for the employees who deliver the services&#10;E) all of the above

Accepted Answer

All the options (A, B, C, D) are components of a service strategy statement. They collectively emphasize the importance of service within a company, the development and administration of a service management program, employee training for efficient service delivery, and the allocation of financial resources for employee incentives.

Question 5

It is not necessary to include employees in the planning stages of a service management program.

Accepted Answer

Including employees in the planning stages of a service management program is crucial for ensuring their buy-in, understanding their needs and insights, and ultimately for the successful implementation and adoption of the program.

Question 6

Studying the cycle of service in the lodging industry encompasses which of the following?&#10;A) the services the guest will receive&#10;B) highlight the inefficiencies built into the system&#10;C) an effort that is best left to the marketing and sales department&#10;D) both A and B&#10;E) both A and C

Accepted Answer

Studying the cycle of service in the lodging industry includes understanding the services the guest will receive (A) and identifying inefficiencies in the system (B) to improve overall guest satisfaction and operational efficiency. It is not an effort solely for the marketing and sales department (C), as it involves multiple aspects of the lodging operation.

Question 7

When the guest comes in contact with a hotel service it is referred to as which of the following?&#10;A) disaster&#10;B) moment of truth&#10;C) employee buy in concept&#10;D) a challenge&#10;E) none of the above

Accepted Answer

The term "moment of truth" refers to any instance where a customer or guest comes into contact with any aspect of a business and gets an opportunity to form an impression. In the context of hotels, this encompasses all interactions guests have with the service, from booking to check-out, and is crucial for customer satisfaction and loyalty.

Question 8

The last four feet was a term used to highlight which of the following concepts?&#10;A) moment of truth&#10;B) guest cycle&#10;C) employee buy in concept&#10;D) a carpenter's dream&#10;E) all of the above

Accepted Answer

The answer of The last four feet was a term...

Question 9

Employees should be screened for positive traits that express their ability to deliver hospitality.

Accepted Answer

Screening employees for positive traits that express their ability to deliver hospitality is important because it ensures that the staff is capable of providing excellent customer service, which is crucial in industries where hospitality is a key component of the business.

Question 10

Employees can be trained to deliver hospitality.

Accepted Answer

Employees can be trained in various aspects of hospitality, including customer service, communication, and problem-solving skills, to enhance the guest experience.

Deck 11: Managing Hospitality