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HSP M 352 Exam 3 with complete solutions
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HSP M 352 Exam 3 with complete solutions
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HSP M 352 Exam 3 with completesolutions
The concept of Total Quality Management (TQM) was first introduced in the United States in the auto
industry. - correct answer ✔✔True
The basic product of a hotel is guestrooms. - correct answer ✔✔True
The quality of physical products are easier to define than the quality of services. - correct answer
✔✔True
Mystery shoppers are one of the tools that hotel use for quality control. - correct answer ✔✔True
As a general rule, most guests staying at a specific hotel have the same expectations as the other guests
who are staying there and expect the same level of quality as everyone else at the hotel. - correct
answer ✔✔False
Total quality management (TQM) in the hospitality industry focuses on meeting the demands of: -
correct answer ✔✔Internal and External Customers
Which of the following is true about satisfaction? - correct answer ✔✔If reality is the same as
expectations, a guest would be satisfied
Which of the following is true in regards to providing guest services? - correct answer ✔✔All of the
Above (Services are created by people whose actions can vary, Customers participate in the production
of services and Actions of other customers can affect service quality)
Which of the following is a method as to ways that service expectations are formed? - correct answer
✔✔All of the Above (A guest's personal needs and desires, A guest's past experiences, and Marketing
communications)
, When the hotel management and staff focus on finding a solution for the current situation/problem that
is immediately at hand, they are focusing on the _______________ part of the situation/problem -
correct answer ✔✔Visible
For an individual property the first moment of truths usually happens when a guest arrives at a hotel and
sees the property, as well as interacts with the valet parking attendant, the door person, or the front
desk agent, during which the service quality is being evaluated by the guest. - correct answer ✔✔True
Registering a guest with a reservation takes less time than registering a guest who is a walk-in. - correct
answer ✔✔True
Self-check-in kiosks can perform many of the same functions during the registration process as a front
desk employee and have significant savings in labor costs. - correct answer ✔✔True
A disclaimer of the innkeeper's responsibilities and points of agreement should never be included on a
guest registration card. - correct answer ✔✔False
Blocking (pre-assigning) rooms is never needed if all the rooms at the hotel are identical. - correct
answer ✔✔False
Which of the following is NOT one of the principles of waiting? - correct answer ✔✔An avoidable wait is
less frustrating than an unavoidable wait
Which of the following is a potential solution for dealing with long check in/out lines? - correct answer
✔✔Use technology to speed up lines
Which of the following is NOT true about bell staff? - correct answer ✔✔Groups do not tip bell staff
How should hotel employees handle guests who arrive at the hotel without a reservation? - correct
answer ✔✔Assign a room if available for the duration of stay, decline the guest if there is not availability
Persuading a guest to take better accommodations at a higher rate is: - correct answer ✔✔Upselling
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