Introduction to Hospitality Industry
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Questions and Answers

In the hospitality industry, what does the product-service mix refer to?

  • The quality of the products and services delivered by the business
  • The pricing strategy for the products and services offered by the business
  • A combination of tangible and intangible features provided by the business (correct)
  • The variety of products and services offered by the business

    • What are tangible features in the context of the hospitality industry's product-service mix?

  • Interaction and participation of both customers and service staff
  • Friendly attitude of staff and comfortable dining atmosphere
  • Well-groomed service staff and restaurant decoration (correct)
  • Main courses and beverages offered

    • Why do successful hospitality businesses focus on enhancing service standards?

  • To expand their product range
  • To reduce operational costs
  • To differentiate themselves from competitors (correct)
  • To cope with fluctuations in customer demand

    • What is the significance of two-way communication in the hospitality industry?

    <p>It allows for gathering customer feedback and addressing their needs</p> Signup and view all the answers

    Why do customers rarely consume pure products in the hospitality industry?

    <p>They prefer a combination of products and services for a complete experience</p> Signup and view all the answers

    What does the term 'product-service mix' refer to in the context of the hospitality industry?

    <p>The combination of tangible and intangible features that customers pay for when dining in a restaurant</p> Signup and view all the answers

    Why do hospitality operations invest in enhancing service standards?

    <p>To differentiate themselves from competitors who can easily imitate tangible features</p> Signup and view all the answers

    What is the significance of two-way communication in the hospitality industry?

    <p>It allows service staff to receive important messages about customer needs and expectations</p> Signup and view all the answers

    Why do customers rarely consume pure products in the hospitality industry?

    <p>They pay for a mixture of products and services</p> Signup and view all the answers

    What are tangible features in the context of the hospitality industry's product-service mix?

    <p>Main courses, drinks, and well-groomed service staff</p> Signup and view all the answers

    What is the main responsibility of the general manager (GM) in a hotel?

    <p>Handling day-to-day operations</p> Signup and view all the answers

    In a larger hotel with more facilities, what is likely to happen to the departments?

    <p>They become more specialized</p> Signup and view all the answers

    What is the main responsibility of the resident manager in a hotel?

    <p>Developing and executing plans</p> Signup and view all the answers

    What is the main role of the general manager in formulating hotel policies and strategies?

    <p>Leading the process</p> Signup and view all the answers

    What is the key factor determining the success or failure of a hotel's service?

    <p>Day-to-day operations</p> Signup and view all the answers

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