Question 1:
a) Illustrate:
• Maintenance-interactive services
• Task-interactive services
• Personal interactive services
b) Give illustrations of each of the above in the Hospitality Industry.
Question 2: For a company of your own choice, describe whether the nature of the service delivery process or the strategic orientation of the company is more significant in the design of service delivery systems.
Question 3:
a) Describe the significance of physical surroundings for the delivery of hospitality services.
b) Describe, with the aid of an illustration, the link between physical surroundings and the service consumption process.
Question 4:
a) Explain the main communication tools used when designing a communications strategy.
b) Identify which of these tools is more significant for a chain of gastro pubs.
Question 5: Quick response in the handling of customer complaints is considered paramount in accomplishing customer satisfaction.
a) Explain the main elements which help to accomplish this.
b) Describe how you would respond to a dissatisfied hotel resident who has written in complaining about the service he received at your hotel last week.
Question 6:
a) In brief define the types of competencies needed for service jobs.
b) Describe the competencies essential for the given situations:
• Personal characteristics of employees of a four-star hotel chain.
• Behavioral routines of staff in a Michelin star restaurant.
• Technical competencies of a bar manager.
Question 7: The fast food restaurant chain that you work for is considering the implementation of employee empowerment all through the company.
a) Explain the main pre-requisites needed to introduce employee empowerment into the organization.
b) Describe how the style of leadership might change with such implementation.
Question 8: With the help of an illustration of your own choice:
a) Illustrate the main themes that must be included in a hospitality organization’s strategy statement.
b) Identify and describe how the organization could defend itself against imitation by its competitors.