GUEST SERVICE GOLD PROFESSIONAL
HOSPITALITY PREP QUESTIONS AND
ACCURATE ANSWERS GRADED A+
●● The service product is
Answer: the entire bundle of tangibles and intangibles provided by the
service organization.
●● The service experience consists of
Answer: the service product, setting and delivery system
●● Guest-focused organizations should trace information and authority
from the bottom up.
Answer: True
●● The tangible part of a service experience is called the service
package.
Answer: True
●● An organization knows it has met guest expectations when
Answer: guests report that their expectations have been met
,●● Who defines the quality and value of the hospitality experience?
Answer: the guest
●● The principles of guestology work better for serving guests than they
do for serving customers of other kinds.
Answer: False
●● The moment of truth refers to
Answer: one single moment during a variety of interactions between the
guest and the organization.
●● The primary challenge to the hospitality service provider is the
Answer: uniqueness of each guest experience.
●● An excellent service strategy will emphasize providing value to
guests above all; not far behind will be an emphasis on providing
quality.
Answer: false
●● An action plan includes
Answer: appropriate metrics.
how the organization will operate.
what everyone needs to do over the next time period.
,●● The organization draws conclusions about the future, uses the
conclusions to make assumptions called strategic plans, then bases its
strategic premises on the strategic plans.
Answer: False
●● The internal audit tells the hospitality organization all EXCEPT
Answer: where it hopes to go.
●● Because hospitality services are largely intangible, having a strong
brand image is very important in the hospitality field
Answer: True
●● Scenario planning and the Delphi technique are quantitative or
subjective forecasting techniques
Answer: false
●● When a fast-food operator offers a unique menu compared to other
fast-food operators, that restaurant is practicing which of the following
strategies?
Answer: differentiation
●● Generation Y consists of those born from
Answer: 1977-1997
, ●● An example of a low-cost forecasting technique is
Answer: scenario development
●● Translating guest expectations into a service product requires
Answer: detailed planning.
sound intuitive judgment.
forecasting.
●● Theming can do all of the following EXCEPT
Answer: always make a restaurant more profitable
●● The three response factors—physiological, cognitive, and
emotional—lead a guest to make one of two choices: approach or avoid.
Answer: true
●● Procession is the ability of the guest to move through a narrative
story and become immersed in fantasy.
Answer: true
●● As discussed in the textbook, a guest can respond to a service setting
in all of these ways EXCEPT
Answer: Philisophical
HOSPITALITY PREP QUESTIONS AND
ACCURATE ANSWERS GRADED A+
●● The service product is
Answer: the entire bundle of tangibles and intangibles provided by the
service organization.
●● The service experience consists of
Answer: the service product, setting and delivery system
●● Guest-focused organizations should trace information and authority
from the bottom up.
Answer: True
●● The tangible part of a service experience is called the service
package.
Answer: True
●● An organization knows it has met guest expectations when
Answer: guests report that their expectations have been met
,●● Who defines the quality and value of the hospitality experience?
Answer: the guest
●● The principles of guestology work better for serving guests than they
do for serving customers of other kinds.
Answer: False
●● The moment of truth refers to
Answer: one single moment during a variety of interactions between the
guest and the organization.
●● The primary challenge to the hospitality service provider is the
Answer: uniqueness of each guest experience.
●● An excellent service strategy will emphasize providing value to
guests above all; not far behind will be an emphasis on providing
quality.
Answer: false
●● An action plan includes
Answer: appropriate metrics.
how the organization will operate.
what everyone needs to do over the next time period.
,●● The organization draws conclusions about the future, uses the
conclusions to make assumptions called strategic plans, then bases its
strategic premises on the strategic plans.
Answer: False
●● The internal audit tells the hospitality organization all EXCEPT
Answer: where it hopes to go.
●● Because hospitality services are largely intangible, having a strong
brand image is very important in the hospitality field
Answer: True
●● Scenario planning and the Delphi technique are quantitative or
subjective forecasting techniques
Answer: false
●● When a fast-food operator offers a unique menu compared to other
fast-food operators, that restaurant is practicing which of the following
strategies?
Answer: differentiation
●● Generation Y consists of those born from
Answer: 1977-1997
, ●● An example of a low-cost forecasting technique is
Answer: scenario development
●● Translating guest expectations into a service product requires
Answer: detailed planning.
sound intuitive judgment.
forecasting.
●● Theming can do all of the following EXCEPT
Answer: always make a restaurant more profitable
●● The three response factors—physiological, cognitive, and
emotional—lead a guest to make one of two choices: approach or avoid.
Answer: true
●● Procession is the ability of the guest to move through a narrative
story and become immersed in fantasy.
Answer: true
●● As discussed in the textbook, a guest can respond to a service setting
in all of these ways EXCEPT
Answer: Philisophical
