HFT3540 - Guest Service Mngmt Exam 3

when considering which queuing type a hospitality business will use, planners need to consider all the following factors exept___.

hospitality manager’s preference for line types

which statement does NOT correctly describe a typical guest’s perception of wait?

occupied time feels longer than unoccupied time

which of the following is the best way to help hospitality business bring down its demand to a level that matches with its existing capacity?

increase price within a reasonable range

guest preference drives planner’s decision about queue types. if guests prefer fairness and want service provided from a “first com, first serce: basis, hospitality organization should use multiple lines.

false

design day is a capacity design principle to balance capacity utilization and customer wait/satisfaction. which of the following design day decisions can result in the longest wait?

10% of peak capacity

design day approach can design a capacity at the average of the highest ___ days

15-25

at a hotel long lines pile up at check-in and check-out each day. what is the best strategy for handling those lines?

add more capacity by opening more lines

according the queueing theory what are the three characteristics service providers need to learn from waiting lines?

arrival patterns, queuing rule, and time for service

in queuing theory, the term queuing rule refers to ___

how the arriving guest are served

which of the following statements on practices of smoothing demand variability by the hotel industry is NOT correct?

in busy season, a hotel should close some blocks of rooms for maintenance

what is true about the overbooking of hotel rooms/flight seats?

it can result in walked guests

which of the following is NOT a tool for creating a virtual line for guests?

serpentine lince

when building a new hospitality facility managers need to build a capacity to accommodate the highest customer demand in order to satisfy customers at all time

false

if time and money permit, which strategy for dealing with large crowds of guests is preferable?

add more capacity

to determine how to accommodate the inevitable lines, planners should first consider___.

the capacity of the establishment and characteristics of the lines

fastpass was first introduced by Walt Disney World Resort ing 1998 in response to a need to better n=manage waiting time. Which of the following is NOT the benefits of using fastpass for disney?

guests spend less in shops and restaurants because they can spend more time in attractions

which statement best describes another typical guest’s perception of waits?

solo waits feel longer than group waits

which of the following is NOT a motivation for customers to wait for service?

customers get used to waiting so they don’t mind

variability is one of the unique characteristics of service. which of the following statements regarding service variability is NOT correct?

the pay for service employees varies among different hospitality business

which of the following ways can help hospitality business to add capacity without building additional facility?

all the listed

• hire more temporary employees

• cross-train employees

• extend operation hours

research suggest that if a company can reduce its rate of customer defections (customer leaving) by only 5% it can improve profits by ___.

25%-85%

which of th efollowing type of service failures is NOT caused by the organization?

failures caused by other guests or random events such as the quarrel between a couple disturbing other restaurant guests

why is it important to recover a service failure?

all the listed

• successful service recovery is important in increasing the lifetime value of existing customers to the business

• successful service recovery important in ensuring customer satisfaction and retention

• successful service recovery can help build positive word of mouth and brand image

what is the “service recovery paradox”?

when service failure is fixed quickly and satisfactorily, customers think more highly of the business than when they do in non-faulty service

which of the following is (are) service failure?

all the listed

• a restaurant offers customers cold or poorly prepared food

• a flight was delayed due to severe weather

• a hotel is not able t honor a guest’s reservation

customers have different responses when facing service failures, which of the following customer responses is most desirable for hospitality companies in term of retaining customers?

customers complain

Jenn was bumped from her flight due to the airline’s overbooking practices. like other passengers, jenn was compensated with a $100 flight voucher and a “stand-by” status for the next flight. Jenn did not thin the compensation was sufficient for her lost time and inconvenience. Was this service recovery successful?

no, because the success of a service recovery is determined by customers. if she thought the airline failed, it failed.

a family came back to the parking lot after a long day at an amusement park to find that they have lost their car keys and are locked out of their car. which type of service failure is it?

failure caused by the guests themselves

when the united airline broke Dave’s guitar during luggage handling, he suggested to a manager at united a $1,200 flight voucher as compensation for fixing the guitar. the manager declined. based on this scenario which type of injustice did dave experience?

distributive injustice

which of the following statements is NOT correct?

service failures are always the hospitality organizations fault

a family came back to the parking lot after a long day at an amusement park to find that they have lost their car keys and are locked out of their car. according to the four-quadrant grid for matching recovery strategy to failure which recovery strategy is the most appropriate?

provide help to a certain extent: make them a new set of keys for free

bases on the following information calculate the lifetime value of a customer for the ABC tour company.

Jenn who is 25 years old spends an average of $2000 each year with the company. she have been the customer of ABC tour company for 5 years before she switches to another one

$10,000

hospitality organizations should not admit liability for unfornatie unavoidable occurrences that are not their fault but they should do everything in their power to rectify such situations

true

one-the-spot service recovery is more effective and less costly in keeping dissatisfied customers from leaving their business. this is one of the major reasons why hospitality companies empower employees with the necessary authority, responsibilities, and resources so that they can act quickly following a failure

true

which of the following are the four dimensions of justice when customers evaluate the efforts of service recovery?

procedural, interactional, distributive, and informational

LAST service recovery strategy is a sequence of actions service employees can follow for service recovery. what does “LAST” stand for?

listen, acknowledge, solution, and thank

what is the correct message that we learn from the service recovery paradox>

successful service recovery is critical for customer satisfaction and retention

when the united airline broke his guitar during luggage handling, Dave had to make many rounds of phone calls and went through many red-taped in order to log a complaint to a manager at united. based on this scenario, which type of injustice did Dave experience?

procedural injustice

the arrival time of Jenn’s flight has been postponed for sever times. she went to the service counter to seek information about the expected wait time for flights. the service agent apparently was overwhelmed by a large number on inquires from passengers. when Jenn came to him for her question he answered rudely “i had no information. just keep waiting!”. based on this scenario which type of injustice did Jenn experience?

interactional & informational injustice

Jenny ordered some furniture online form a chain furniture store but she noticed that furniture was not delivered by the agreed date. she called customer service and waited on the phone for an hour before she talked to a customer agent. she was informed that her order was accidentally cancelled due to lack of inventory. Jenny was upset because she was never informed and expected the problem to be fixed immediately. based on the scenario which type(se) of injustice did Jenn experience?

procedural and informational injustice