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Which of the following best describes boutique hotel service?


A) Customised and tangible
B) Customised and intangible
C) Standardised and intangible
D) Standardised and tangible

E) All of the above
F) A) and B)

Correct Answer

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Which of the following is a tangible aspect of hotel customer services?


A) Bathroom cleanliness
B) Communication skills of staff
C) Welcome of reception staff
D) Staff responsiveness to customer needs

E) A) and C)
F) B) and D)

Correct Answer

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Which of the following is an intangible aspect of hotel customer services?


A) Speed of service
B) Comfort of the beds
C) Room cleanliness
D) Hotel leisure facilities

E) A) and C)
F) A) and B)

Correct Answer

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Which of the following IS NOT a feature of budget hotel brands?


A) An à la carte restaurant cooking food to order
B) A high degree of predictability
C) Standardised room and facilities design
D) Private rooms with en-suite facilities

E) B) and C)
F) A) and C)

Correct Answer

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Which of the following best describes catering consultancy services?


A) Customised and intangible
B) Customised and tangible
C) Standardised and intangible
D) Standardised and tangible

E) A) and B)
F) A) and C)

Correct Answer

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A

Which of the following IS NOT a problem for the management of hotel chains?


A) Employee dissatisfaction can lead to service breakdowns
B) It is difficult to maintain service consistency across all hotel
C) Management styles are consistent across hotels
D) It is difficult to predict individual customer service needs

E) A) and C)
F) All of the above

Correct Answer

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A

Which of the following best describes hotel services?


A) They are time specific
B) They can be produced in advance
C) They are largely intangible
D) They are imperishable

E) B) and D)
F) B) and C)

Correct Answer

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A

Which of the following best describes budget hotel services?


A) Standardised and tangible
B) Customised and tangible
C) Standardised and intangible
D) Customised and intangible

E) B) and C)
F) A) and D)

Correct Answer

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Which of following best describes luxury hotel services?


A) Standardised and intangible
B) Customised and tangible
C) Standardised and tangible
D) Customised and intangible

E) None of the above
F) A) and B)

Correct Answer

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Which of the following IS NOT a reason for the emergence of hotel branding?


A) They are responsive to local tastes and cultures
B) They are aimed at clear market segments
C) They send clear messages to customers
D) They represent a cluster of attributes to customers

E) B) and D)
F) All of the above

Correct Answer

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