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Guest Service Exam 2 - HFT 3540 Questions and Answers 100% Correct
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Guest Service Exam 2 - HFT 3540 Questions and Answers 100% Correct
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Guest Service Exam 2 - HFT 3540 Questionsand Answers 100% Correct
Disadvantages of Co-production - ANSWER Legal Risk - Safety Issues
Quasi-Employees (Guests) - ANSWER 1. Carefully & completely define the roles
you want them to play
2. Make sure guests understand exactly what is expected to do & that they have
the KSA's to do so
3. Evaluate the guests ability & willingness to perform well
Firing the Guest - ANSWER - Important to maintain the guests dignity
- Subtle Firings - age/attire restrictions
- Abrupt Firings- When customers threaten the well-being or safety of other
customers, employees, or themselves
Theming - ANSWER Using the environment to create a sense of fantasy
Disadvantages of Theming - ANSWER 1. May limit the appeal of the service to
some people
2. Limits the new ventures a service can do b/c it must coincide with the theme
Advantages of Theming - ANSWER 1. Adds value to the experience
2. Reinforces remembrance of the experience
, Entertainment Control System - ANSWER Manages each guest experience by
managing the visual and auditory aspects of a setting
Ex: Remote interface cabinets - synchronized light & sound through parade
Serviscape - ANSWER What the individual environment factors add up for each
guest - perceived service environment
Factors that Moderate Individual Responses - ANSWER Moods, purposes,
demographic characteristics, personality traits, cultural values & beliefs
Lean Environment - ANSWER - Simple information, less to take in
- Used when guests are unfamiliar with the setting
(Hotel)
Rich Environment - ANSWER - More complex information, detail rich
- Used when guests are familiar with the setting
(Themed Restaurant)
Guest Mood - ANSWER Create and maintain the mood
Ex: Disney does not break the "magic" & keeps grounds clean and orderly
Service Setting - ANSWER -Fourth important component to manage for
hospitality managers
- Must make guest feel safe & secure
- Easy to get around & understand surroundings
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