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Guest Service Management Exam #1 Questions and Answers 100% Correct
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Guest Service Management Exam #1 Questions and Answers 100% Correct
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Guest Service Management Exam #1Questions and Answers 100% Correct
Hospitality Industry - ANSWER At most basic: Food, drink, and lodging services
alone or in comination w/:
-theme parks
-Airlines
-Gamins
-Cruise ships, etc
Guestology - ANSWER Guests are to the extent possible, studied scientifically.
Our employees must treat our customers like guests and we must manage the
organization from the guest's point of view.
Guestologist - ANSWER Specialist in identifying how hospitality organizations
can best respond to the needs, wants, and expectations of their targeted guest
markets.
Service - ANSWER Intangible part of transaction relationship between provider
organization and its customer, client, or guest
Service Has Two Parts - ANSWER -Tangible
-Intangible
Service Product - ANSWER This is why the guests come to us.
, Servicescape - ANSWER -This is the landscape within which service is
experienced
-Unique to each guest
-Differences in perceptions
-Factors that moderate individual responses
Service Delivery System - ANSWER Includes human component and production
process and informational systems and techniques that help deliver service.
Value - ANSWER Value to the guestologist is the quality of guest experience
divided by all costs incurred by our guest
Guests' Costs - ANSWER Financial and Nonfinancial costs
-Price of meal
-Opportunity costs of missing out on other meals or experiences
-Time is worth somethings
-Tangible and intangible
Quality and Value - ANSWER -Both are intangiblity and variability
-Only guest can define quality and value in hospitality field
Strategic Planning - ANSWER -SWOT Analysis
-Short, medium, and long term planning are neccessary
External Factors - ANSWER -Demographics
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