Guest Service HFT 3540 Exam UPDATED
QUESTIONS AND CORRECT ANSWERS
Disadvantages of Co-production - CORRECT ANSWER Legal Risk - Safety Issues
Quasi-Employees (Guests) - CORRECT ANSWER 1. Carefully & completely define the roles
you want them to play
2. Make sure guests understand exactly what is expected to do & that they have the KSA's to do so
3. Evaluate the guests ability & willingness to perform well
Firing the Guest - CORRECT ANSWER - Important to maintain the guests dignity
- Subtle Firings - age/attire restrictions
- Abrupt Firings- When customers threaten the well-being or safety of other customers, employees, or
themselves
Theming - CORRECT ANSWER Using the environment to create a sense of fantasy
Disadvantages of Theming - CORRECT ANSWER 1. May limit the appeal of the service to
some people
2. Limits the new ventures a service can do b/c it must coincide with the theme
Advantages of Theming - CORRECT ANSWER 1. Adds value to the experience
2. Reinforces remembrance of the experience
Entertainment Control System - CORRECT ANSWER Manages each guest experience by
managing the visual and auditory aspects of a setting
Ex: Remote interface cabinets - synchronized light & sound through parade
Serviscape - CORRECT ANSWER What the individual environment factors add up for each
guest - perceived service environment
, Factors that Moderate Individual Responses - CORRECT ANSWER Moods, purposes,
demographic characteristics, personality traits, cultural values & beliefs
Lean Environment - CORRECT ANSWER - Simple information, less to take in
- Used when guests are unfamiliar with the setting
(Hotel)
Rich Environment - CORRECT ANSWER - More complex information, detail rich
- Used when guests are familiar with the setting
(Themed Restaurant)
Guest Mood - CORRECT ANSWER Create and maintain the mood
Ex: Disney does not break the "magic" & keeps grounds clean and orderly
Service Setting - CORRECT ANSWER -Fourth important component to manage for hospitality
managers
- Must make guest feel safe & secure
- Easy to get around & understand surroundings
Ambient Conditions - CORRECT ANSWER (Normal/Regular)
- The ergonomic factors such as temp, humidity, air quality, smells, sounds, etc. affect the nature of
the guest experience
Functional Congruence - CORRECT ANSWER - How well something with a functional
purpose fits into the environment in which it serves that purpose
- Things are where guests expect them to be
Signs - CORRECT ANSWER - Explicit physical representations of information that the
organization thinks the guests might want, need, or expect to find
1) Name the Business
2) Describe the Product
3) Give Direction
QUESTIONS AND CORRECT ANSWERS
Disadvantages of Co-production - CORRECT ANSWER Legal Risk - Safety Issues
Quasi-Employees (Guests) - CORRECT ANSWER 1. Carefully & completely define the roles
you want them to play
2. Make sure guests understand exactly what is expected to do & that they have the KSA's to do so
3. Evaluate the guests ability & willingness to perform well
Firing the Guest - CORRECT ANSWER - Important to maintain the guests dignity
- Subtle Firings - age/attire restrictions
- Abrupt Firings- When customers threaten the well-being or safety of other customers, employees, or
themselves
Theming - CORRECT ANSWER Using the environment to create a sense of fantasy
Disadvantages of Theming - CORRECT ANSWER 1. May limit the appeal of the service to
some people
2. Limits the new ventures a service can do b/c it must coincide with the theme
Advantages of Theming - CORRECT ANSWER 1. Adds value to the experience
2. Reinforces remembrance of the experience
Entertainment Control System - CORRECT ANSWER Manages each guest experience by
managing the visual and auditory aspects of a setting
Ex: Remote interface cabinets - synchronized light & sound through parade
Serviscape - CORRECT ANSWER What the individual environment factors add up for each
guest - perceived service environment
, Factors that Moderate Individual Responses - CORRECT ANSWER Moods, purposes,
demographic characteristics, personality traits, cultural values & beliefs
Lean Environment - CORRECT ANSWER - Simple information, less to take in
- Used when guests are unfamiliar with the setting
(Hotel)
Rich Environment - CORRECT ANSWER - More complex information, detail rich
- Used when guests are familiar with the setting
(Themed Restaurant)
Guest Mood - CORRECT ANSWER Create and maintain the mood
Ex: Disney does not break the "magic" & keeps grounds clean and orderly
Service Setting - CORRECT ANSWER -Fourth important component to manage for hospitality
managers
- Must make guest feel safe & secure
- Easy to get around & understand surroundings
Ambient Conditions - CORRECT ANSWER (Normal/Regular)
- The ergonomic factors such as temp, humidity, air quality, smells, sounds, etc. affect the nature of
the guest experience
Functional Congruence - CORRECT ANSWER - How well something with a functional
purpose fits into the environment in which it serves that purpose
- Things are where guests expect them to be
Signs - CORRECT ANSWER - Explicit physical representations of information that the
organization thinks the guests might want, need, or expect to find
1) Name the Business
2) Describe the Product
3) Give Direction
