15 Questions
In the hospitality industry, what does the product-service mix refer to?
A combination of tangible and intangible features provided by the business
What are tangible features in the context of the hospitality industry's product-service mix?
Well-groomed service staff and restaurant decoration
Why do successful hospitality businesses focus on enhancing service standards?
To differentiate themselves from competitors
What is the significance of two-way communication in the hospitality industry?
It allows for gathering customer feedback and addressing their needs
Why do customers rarely consume pure products in the hospitality industry?
They prefer a combination of products and services for a complete experience
What does the term 'product-service mix' refer to in the context of the hospitality industry?
The combination of tangible and intangible features that customers pay for when dining in a restaurant
Why do hospitality operations invest in enhancing service standards?
To differentiate themselves from competitors who can easily imitate tangible features
What is the significance of two-way communication in the hospitality industry?
It allows service staff to receive important messages about customer needs and expectations
Why do customers rarely consume pure products in the hospitality industry?
They pay for a mixture of products and services
What are tangible features in the context of the hospitality industry's product-service mix?
Main courses, drinks, and well-groomed service staff
What is the main responsibility of the general manager (GM) in a hotel?
Handling day-to-day operations
In a larger hotel with more facilities, what is likely to happen to the departments?
They become more specialized
What is the main responsibility of the resident manager in a hotel?
Developing and executing plans
What is the main role of the general manager in formulating hotel policies and strategies?
Leading the process
What is the key factor determining the success or failure of a hotel's service?
Day-to-day operations
Test your knowledge of the nature, characteristics, and career prospects of the hospitality industry, including the product-service mix, two-way communication, relationship building, and diversity in culture. Understand the concept of product-service mix and how customers consume a combination of products and services in the hospitality sector.
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