Hospitality Services

A person who purchases goods and services for their own use is a:

• Manager

• Consumer

• Business Owner

• Marketers

Which of the following is NOT an example of how RFID technology may be used by management?

• A worker scans the incoming shipment to ensure the right inventory arrived

• The hotel manager may access every room with his key card

• The airport boarding passes track and monitor their passengers at all times

• A mechanic tracks his shipment of tools from the warehouse to delivery

Which of the following situations describes the heterogeneity characteristic of tourism industry?

• A dining experience requires the guest to be in the restaurant

• A flight ticket will be invalid if not used at the scheduled time

• Travel insurance will expired after the trip

• A hotel does not provide the exact same service to every customer

Which of the following is NOT a method of understanding guests’ wants and needs?

• Conducting a guest survey

• Discussing standards of quality service with managers and employees

• Observing guests’ reactions to the services provided

• Asking employees about guests’ feedback

Which of the following guests should be served first?

• Guest of honor

• Female guests

• Male guests

• Host or hostess

Which of the following decisions would be considered part of the “product” element of the marketing mix?

• Whether to put a product on a table or shelf

• Whether to make a product blue or red

• Whether to make a product $5 or $10

• Whether to have a sale on product A or product B

If a company decides to focus marketing efforts on people who love mountain climbing, which method of segmentation did they use?

• Demographics

• Geography

• Random

• Psychographics

Which of the following is an example of a SMART goal?

• Increase repeat business by 15 percent over one year

• Improve post-purchase relationships with customers

• Increase sales

• Call customers to verify satisfaction

According to Dr. Sandra Collins, what are the three major types of factors which cause conflicts?

• Relationship factors

• Situational factors

• Perceptional factors

• Personal factors

• Personality factors

Susan and Lee were in a conflict. Susan claimed she would give up part of her interests if Lee gave up part of his. This is an example of what type of conflict management style?

• Avoidance

• Competitive

• Collaborative

• Compromising