What constitutes superior service?
Work done for others
The reality of a guests' stay is less than expected
The reality of a guests' stay is exceeded
Which of the following is NOT a challenge businesses face when managing and marketing their products and services?
The nature of the product is different
People are a part of the product
The service's provided cannot be inventoried
Customers have no contact with their servers
Hotels and restaurants provide intangible products.
Which of the following are the steps for strategic planning?
Perform SWOT analysis, Implement strategies, formulate strategies, and monitor results
Monitor results, perform SWOT analysis, formulate strategies, and implement strategies
Perform a SWOT analysis, formulate strategies, implement strategies, and monitor results
Perform a SWOT analysis, manage supply, implement strategies, and monitor results
Which of the following are ways a hotel or restaurant can manage supply and demand?
Hire part-time employees to work during rush hours
Send away all guests after a certain number
Offer special deals during slow periods
Taking reservations
The components of a strategic service vision are (1) targeting a market segment and (2) managing demand.
The five things organizations can do to help them deliver good service: don't forget who you are, encourage every employee to act like a manager, handle correctly, hire good people and keep them happy, respond in a timely manner.
What are Disney's four basic service priorities?
Safety, courtesy, show, and efficiency
Safety, courtesy, price, and efficiency
Danger, fun, promotion, and time
Safety, courtesy, price, and focus
