Question 1

Which of the following is likely to be a customer satisfier in hotel operations?&#10;A) Quality of the host/guest transaction&#10;B) Quality of the television and channels&#10;C) Own room or suite d&#233;cor&#10;D) Quality of the leisure equipment

Accepted Answer

Quality of the host/guest transaction is likely to be a customer satisfier as it involves the level of service provided by the hotel staff, their attitude towards guests, and their ability to meet their needs and expectations. It is a key factor in creating a positive guest experience and can lead to increased customer loyalty and repeat business. The other choices may also contribute to customer satisfaction, but are not as significant as the quality of the host/guest transaction.

Question 2

Which of the following best describes an absence of customer dissatisfaction in hotel operations?&#10;A) When facilities are as expected by guests&#10;B) When facilities exceed customer expectation&#10;C) When facilities are worse than expectations&#10;D) When facilities are generally as expected, with some worse than expected

Accepted Answer

An absence of customer dissatisfaction occurs when facilities or services meet the expectations of the guests, meaning there are no negative surprises or unmet needs.

Question 3

: According to the quality characteristics matrix, fault correction by staff is an example of __________________.&#10;A) intangible service&#10;B) tangible service&#10;C) intangible product&#10;D) tangible product

Accepted Answer

Fault correction by staff is considered an intangible service because it is an action or effort provided by someone to fix an issue, which cannot be physically touched or seen as a product.

Question 4

The SERVQUAL model mainly analyses ______________.&#10;A) service gaps&#10;B) critical incidents&#10;C) staff reactions to unusual requests&#10;D) staff reactions to service failure

Accepted Answer

The SERVQUAL model focuses on service gaps, identifying the difference between customers' expectations and perceptions of the actual service provided, and provides a framework for improving service quality. It does not specifically address critical incidents or staff reactions.

Question 5

Within the context of positive and negative responses to critical service incidents in hotels, unsolicited employee actions lead to _________________.&#10;A) customer satisfaction when exceeding expectations&#10;B) customer dissatisfaction when exceeding expectations&#10;C) employee disciplinary action when exceeding expectations&#10;D) employee pay increases when exceeding expectations

Accepted Answer

Unsolicited employee actions that exceed customer expectations lead to customer satisfaction.

Question 6

Which of the following IS NOT a feature of Total Quality Management?&#10;A) Based upon rigorous fault detection&#10;B) Highest priority given to quality throughout the organisation&#10;C) Quality is defined in terms of customer satisfaction&#10;D) The organisation's aims will be clearly stated and accessible to all

Accepted Answer

Total Quality Management is based upon continuous improvement and prevention of defects rather than solely being focused on detecting faults.

Question 7

Which of the following management initiatives is a form of engagement through consultation?&#10;A) Quality circles&#10;B) Job enrichment&#10;C) Re-training&#10;D) Employee share ownership

Accepted Answer

Quality circles involve letting employees meet regularly to discuss work-related problems and offer suggestions to management. This form of engagement through consultation allows employees to share their knowledge and expertise with management, which can lead to improved processes and increased job satisfaction. Job enrichment, re-training, and employee share ownership are not necessarily forms of engagement through consultation, although they may have other benefits for employee engagement.

Question 8

Which of the following management initiatives is a form of engagement through participation?&#10;A) Autonomous work groups&#10;B) Employee share ownership&#10;C) Team briefings&#10;D) Job re-design

Accepted Answer

Autonomous work groups are a form of engagement through participation because they give employees more control over their work and allow them to make decisions about how their work is done.

Question 9

Which of the following management initiatives is a form of engagement through commitment?&#10;A) Re-training&#10;B) Team briefings&#10;C) Quality circles&#10;D) Employee share ownership

Accepted Answer

The answer of Which of the following management initiatives is...

Question 10

Which of the following IS NOT a feature of hospitableness within private domestic settings?&#10;A) Is calculative&#10;B) Is unselfish&#10;C) Is generous&#10;D) Is welcoming

Accepted Answer

Hospitableness within private domestic settings is characterized by generosity, unselfishness, and welcoming behavior. Calculation or being measured in one's behavior towards guests is not a feature of hospitableness.

Deck 13: Delivering Hospitality Services