Question 1: Explain at least four methods of categorizing services for the Hospitality Industry.
Question 2:
a) Define customer loyalty.
b) Define customer satisfaction.
c) With the aid of illustrations, describe the main reasons for the weak correlation between customer loyalty and customer satisfaction.
Question 3:
a) Define the main determinants on which pricing strategy can be based that is, cost, competitor and customer.
b) Describe and assess the most suitable approach to pricing strategy for a chain of restaurants.
Question 4: Identify and explain the main communication tools used when designing a communications strategy for a chain of theme pubs and restaurants.
Question 5: For a franchised restaurant outlet:
a) Describe the significance of registering customer complaints in a systematic manner.
b) Describe the main features of a follow-up procedure for customer complaints.
Question 6: Certain competencies are irrelevant for certain service jobs. Consider this statement and answer the given:
a) In brief define the types of competencies.
b) Describe:
• Personal characteristics of employees of a catering company.
• Behavioral routines of bar staff in a night club.
• Technical competencies of a restaurant manager.
Question 7: You work for an independent four-star hotel and your manager has asked you to consider service resources planning in your hotel. Describe, with illustrations, to what extent you could adopt the same capacity management method as that used by a hotel chain.
Question 8: Empowerment is not relevant for low-skilled employees. Describe whether this statement is true or false, giving reasons for your answer.