Assignment
Question 1
Leaders involve employees in the process of improving guest service through __________ and __________.
vagueness; impatience
withholding information; discouraging self-expression
total quality management; empowerment
ignoring their ideas; not delegating
Question 2
Guest services are __________, which means that they cannot be test-driven before experiencing.
tangible
intangible
sustainable
focused
Question 3
In the hospitality industry, the term __________ is preferred over customer.
tenant
guest
individual
person
Question 4
A key objective in the service equation is to encourage guest __________.
complaints
refunds
discouragement
loyalty
Question 5
__________ is/are a unique challenge to the management of hospitality products and services, affecting the return on investment (ROI).
Perishability
Sustainability
Empowerment
Core values
Question 6
What are the five requirements to achieve success in service? Give an example of how you as a hospitality manager could achieve each of these five requirements.
Question 7
Describe how the hotel market has been affected by changes in consumer expectations.