HMO102- Chapt. 1-2

Key to being successful in the hospitality industry is

• Being a service-oriented person

• Knowing how to cook

• Waiting tables

• Bartending skills

Intangible means

• Assets of the business

• Physical property

• Cannot be perceived by the senses

• A souvenir purchased as a gift

In the hospitality industry the concept of perishability means

• Spoiled food that must be discarded

• An unsold airline seat, hotel room, or empty restaurant table

• It is intangible

• It cannot be measured

Inseparability refers to

• The fact that production and consumption occur simultaneously

• Hospitality products being inherently heterogenous

• Hospitality products are tangible

• The fact that production and consumption occur independently

Guest calls for reservations and a guest welcome are both examples of what?

• Moments of truth

• Moments of reason

• Moments of reality

• Moments of Fact

Anyone who receives or benefits from the output of someone's work is

• A customer

• International guest

• An employee

• A guest

Internal customers are

• Those who have checked into the hotel

• Those who have been seated in a restaurant dining room

• Loyal customers who return often

• The employee

Guest loyalty is

• Advertising the hotel to new guests

• Prioritizing new guest over returning guests

• Keeping guests happy and returning often

• Overbooking reservations to maximize profits

Which of the following would NOT be a moment of truth?

• Calling a restaurant for a reservation

• Server takes your order

• Your car will not start when it is time to go to the restaurant

• Hostess greets you and asks you to wait

Empowerment is

• Allowing all employees to make any decision they want

• A process that eliminates the need for management

• Delegated to management only

• A feeling of partnership in which employees feel responsible for their jobs and have a stake in the organization's success