INITAO COLLEGE

Jampason, Initao, Misamis Oriental

1st Semester, S.Y. 2021 – 2022
College of Hospitality Management
PRELIM EXAM

NAME: RINALYN D. LOPEZ THC4: QUALITY SERVICE MANAGEMENT

COURSE/YEAR/CLASSGROUP: BSHM2 G-2 SCORE: _______/50

A 1.All the organizations’ employees must that treat customers like guests and manage the organization from the
guest’s point of view.
a. Guestology
b. Guest’s satisfaction
c. Guestologist
d. Guest’s expectation

A 2.They are the only one who can define quality and value in the hospitality industry.
a. the guest/s
b. the manager
c. the HR department
d. the survey conducted by the industry

A 3.Ms. Jones the manager, wants her team to understand and plan for the guest expectations for the hotel before
they enter the service setting, this is to give the guests a successful and enjoyable experience. What did the
manger trying to impose to her team?
a. Guestologist
b. Guest’s satisfaction
c. Guestology
d. Guest’s expectation

C 4.These refers to a service product, a mixture of tangible and intangible elements, so are the entire industries that
provide these products.
a. Services and products
b. Hospitality industries
c. Services Industries
d. understanding the guests’ services

C 5.The sum total of the experiences that the guest has with the service provider on a given occasion or set of
occasions that every hospitality needs to achieved towards their guests.
a. guests’ good service
b. guests’ quality service
c. guests’ experience
d. guests’ value

D 6.Guest experience = service product + service setting + service delivery system is the equation that captures all
the components of the customer experience that’s effectively managed by a;
a. managers of the hotel
b. every employees of the hotel
c. front of the hotel employees
d. guestologist

D 7.Which of the five key areas of action plans should be established in a hospitality is not included;
a. management
b. staffing
c. finance
d. services

D 8. Hospitality planning cycle is leading guests where they want to go, and yet is how the outstanding hospitality
organizations became, these outcomes can be reached through;
a. survey in which guests were asked wat type of service they wanted
b. providing guests a services the way they expected
c. asking the guests on how they wanted to be served
d. strategic planning process
B 9. It requires the organization to use both effective marketing techniques that reach this best-value, lowest-cost
market segment and operating efficiencies that allow it to make money at the low price. These is the use of;
a. special niche
b. combining strategies
c. reinventing the industry
d. providing superior service quality and value

B 10.It represents a promise to guests of what the quality and value of experiences associated with what they offer.
a. differentiated product
b. brand image
c. lower price
d. special niche

C 11. Refers to everyone and everything that interfaces with guests.

a. creating a theme
b. creating a fantasy
c. creating the show
d. creating the environment

C 12.It tells that, the environment sets and maintains the mood after the guest begins the guest experience.
a. guest expectations
b. guest satisfaction
c. guest mood
d. guest sights

C 13.These refers to how well something with a functional purpose fits into the environment in which it serves that
purpose.
a. themes
b. environment
c. functional congruence
d. use of space

D 14.The hospitality manager seeks to provide an excellent and memorable experience given as much as attention to
managing the setting as to the service product itself and the service delivery system. This is a model of;
a. how the product and services affects the guests
b. how the quality services affects the guests
c. how the themes set-up affects the guests
d. how the service environment affects the guests

D 15.These is what the individual environmental factors add up to for each guest.
a. service quality
b. ambient condition
c. functional value
d. servicescape

B 16.Manger Jones wanted to limit where the guests can actually go or what they can see and Guest flow through a
themed setting to ensure the guests experience to be at high satisfactory level. What physical service setting did the
manager gives emphasis?
a. the architecture
b. control and focus
c. the themes
d. Guest Expectations First

C 17.It helps an organization’s member’s deal with two core issues; how to relate to the world outside of the
organization, and how the organization’s members should relate to one another.
a. values
b. beliefs
c. culture
d. norms

C 18.Norms that are so important that they need to be written down so everyone knows exactly what they are.
a. culture
b. beliefs
c. laws
d. policies
A 19.As the world changes, the people inside the organizations also changes, the culture of the organizations must
also evolve to help the members cope with the realities that the organization faces. This implies that _______ can
also help the organization.
a. changing the culture
b. changing the leader
c. changing the themes
d. changing the physical mood

A 20.An intense commitment to personal contact with each every employees.

a. setting the example
b. setting the culture
c. setting the norms
d. setting the satisfactions

A 21.An organizational culture that emphasizes interpersonal relationships is uniformly more attractive to
professionals than a culture that focuses on work tasks. Is what we know about the;
a. culture
b. law
c. leadership
d. culture change

A 22.This is an important vehicle both for communicating the common cultural elements and in reaffirming the
identity with the culture that those who speak.
a. language
b. set of rules
c. symbol setting
d. culture setting

B 23.These refers to hospitality organizations that often have the help of guests in teaching and reinforcing the
values, beliefs, and norms expected of the employees.
a. guests teach the norms
b. guests teach the culture
c. guests sets the culture
d. guests sets the mood

C 24.It represents a shared learning process that continues over time as the people inside the organization change,
grow, and develop while responding to a world that does the same.
a. subculture of nations
b. subcultures culture
c. culture and environment
d. communication and culture

D 25.Preferences for certain behaviors or certain outcomes over others, and the organizations’ definition for the
members what is right and wrong, preferred and not preferred, desirable behavior and undesirable behavior.
a. norms
b. culture and norms
c. culture and values
d. values