Hospitality Questions and answers Hospitality Questions and answers, Exams of Hospitality and Tourism

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Hospitality Questions and answers Define Hospitality (Term & bones def) CORRECT ANSWERS✅ The friendly reception and treatment of guests or strangers The business of providing catering lodging and entertainment services Traditional purpose of hospitality CORRECT ANSWERS✅ To offer protection and survival (shelter and food) Modern purpose of hospitality CORRECT ANSWERS✅ To offer etiquette and entertainment (while fulfilling basic needs food and shelter) 10 characteristics of hospitality industry CORRECT ANSWERS✅ 1 part of tourism and travel industry 2 TTI is largest global industry by 2020 (UN's WTO) 3 Consists of service orgs catering to consumers needs (food, drink, accom, recreation, travel, entertainment) 4 Large part of product is intangible & perishable 5 Guest is part of process 6 Production and consumption happen simultaneously Hospitality Questions and answers 7 No set business hours (24/7, 365 days) 8 Ever changing, highly competitive field 9 Labour intensive 10 Staff are THE critical success factor 5 segments of Travel and Tourism Industry (TTI umbrella) CORRECT ANSWERS✅ 1 Travel 2 Lodging and Accommodation 3 Assembly and Event Management 4 Restaurants and Managed Services 5 Recreation (TTI 5 Segments) 6 egs of Travel CORRECT ANSWERS✅ Air Cruise Ships Rail Coach Automobile Ecotourism Hospitality Questions and answers 5 Price and standard 6 Property distinctiveness (theme & alternative accom) 13 types of Hotels CORRECT ANSWERS✅ 1 Business 2 Casino 3 Mega 4 Airport 5 Motel 6 Conference/ Exhibition/ Convention 7 Resort 8 Boutique 9 Airbnb 10 Leisure 11 Residential/extended stay 12 Full service / limited service 13 Spa and Health 5 factors to consider when determining a hotels target market (type of client) CORRECT ANSWERS✅ 1 Location Hospitality Questions and answers 2 Facilities 3 Target Group 4 Price & Standard 5 Characteristics Define hotel location (6 egs) CORRECT ANSWERS✅ the geographic position of hotel in relation to towns/cities 1 downtown/city centre 2 suburban 3 highway (motels) 4 resorts (lodges) 5 floating 6 rural Define hotel ownership & management perspectives (4 egs each) CORRECT ANSWERS✅ ownership 1 sole proprietorships 2 partnerships 3 limited liability companies Hospitality Questions and answers 4 corporations Management 1 private 2 franchise agreement 3 lease agreement 4 management contract Define hotel facilities & functions (4 egs) CORRECT ANSWERS✅ The resources/types of activities available in a hotel 1 spa and health 2 fitness 3 meeting rooms 4 swimming pools 3 subdimensions of hotel target groups (type of clients) CORRECT ANSWERS✅ 1 Business 2 Groups 3 Leisure Hospitality Questions and answers F&B Operations Classifications (10) CORRECT ANSWERS✅ (extremely diverse) 1 commercial (market oriented) 2 non/semi commercial (cost oriented) 3 customer market type (general or restricted) 4 ownership (individual/chain) 5 primary / secondary function 6 rating / quality 7 type of f&b (cuisine) 8 service method (full/quick) 9 theme 10 location Egs of commercial F&B operations (open market 4, restricted market 4) CORRECT ANSWERS✅ Open market 1 hotels 2 restaurants 3 pubs 4 fast food/takeaway Hospitality Questions and answers Restricted market 1 travel catering 2 clubs 3 contract food service (institutional ie schools) 4 function/event catering (recreation/leisure) Blending of F&B and Retail (2 egs) CORRECT ANSWERS✅ 1 Gas stations 2 Shopping malls Blending of F&B and Travel (4 egs) CORRECT ANSWERS✅ 1 Airplanes 2 Trains 3 Cruise ships 4 Airports / stations Explain similarities (1) and differences (2 guest 2 customer) between customer and guest CORRECT ANSWERS✅ Sims 1 both are visitors who can buy from you Hospitality Questions and answers Diffs 1 guest requires making connection 2 guest = loyal customer, makes repeat purchases 1 customer purchases commodity/service 2 customer = general term Define G U E S T CORRECT ANSWERS✅ G reat and U nique E xperience leads to S atisfaction & T rust Explain Supply (hotel 3) and Demand (guest 4) in Hotels (w. egs) CORRECT ANSWERS✅ Supply - hotel (company's perspective) 1 tangible products (room, bed, f&b) 2 intangible products (service, hosp) 3 surroundings (dep, inventory, lighting) Hospitality Questions and answers 6 empathetic 7 small talk 8 make time for guest 9 spread attention equally over guests 10 know the products Guest Irritations (service) (7) CORRECT ANSWERS✅ 1 Staff apathy 2 unwilling to solve complaint 3 answering requests with no 4 not treating guest as priority 5 messy/unclean looking 6 lack of cultural sensitivity 7 lack of knowledge Define Etiquette CORRECT ANSWERS✅ Written/unwritten rules (code) in a society/group/culture indicating polite/acceptable behaviour. (RESPECT) 4 types of etiquette CORRECT ANSWERS✅ 1 Hosp industry (dinner etiquette guest and host, table set up etc) 2 social Hospitality Questions and answers 3 business 4 cultural 6 Reasons for upholding etiquette standards CORRECT ANSWERS✅ 1 Put one at ease (know how to behave) 2 Avoid irritating others 3 Make a good impression 4 Security 5 Respect cultural differences 6 Multi functional Define Hostmanship CORRECT ANSWERS✅ The art of making people feel welcome 10 conditions to make a guest feel welcome CORRECT ANSWERS✅ 1 Clear info 2 Appealing design/enviro 3 Cleanliness 4 Safety 5 Recognising guest 6 Attention to guest Hospitality Questions and answers 7 Friendliness 8 Listen to guest 9 Speed of service 10 Price (quality vs value) 6 aspects of good hostmanship CORRECT ANSWERS✅ 1 Hospitality (attitude) 2 Environment 3 Dialogue (eye contact) 4 Considerate, take responsibility (non judgemental) 5 Knowledgeable 6 Surprise 24/7 (exceed expectations) Define Concept CORRECT ANSWERS✅ a planned/designed service experience for a target group based on an idea Define trend CORRECT ANSWERS✅ General direction in which something (product/event) is developing/changing in the long term. Define hype CORRECT ANSWERS✅ A popular/must have product/event that only survives short term. (comes quickly, fades fast)