This Study Resource Was: Tourism and Hospitality Pre-Finals

TOURISM AND HOSPITALITY PRE-
FINALS
001
a language barrier may exist with two
Answer 1
individual or group with different language Communication
and culture
the degree to which the less powerful
individuals from establishments and Answer 2
m
er as
associations expect and acknowledge that little versus huge power distribution
co
power is distributed unequally
eH w
the unjust or prejudicial treatment of different
o.
people or things, especially on the grounds of Answer 3
race, age or gender rs e Discrimination
ou urc
unwelcome sexual advances, requests for
Answer 4
sexual favors and other verbal or physical
o
Sexual harassment
harassment of a sexual nature
aC s
vi y re
are service experiences in the tourism and

hospitality business are significant as they Answer 5
empower the advancement of tourism and Cross-Cultural Service
ed d
hospitality services
ar stu
How to Make cross-cultural customer interactions simple?

is
How to Make cross-

Th
Answer 1
cultural customer Reinforce importance of recognizing customer diversity
interactions simple?
How to Make cross-
sh
Answer 2
cultural customer Know your customers and seek out culture-specific knowledge
How to Make cross- Answer 3
cultural customer Listen actively and recognize patterns for communicating
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How to Make cross-
Answer 4
cultural customer Create a welcoming environment by having a diverse workforce
How to Make cross-
Answer 5
cultural customer Share your experiences with colleagues to work out consistent approaches
Making cross-cultural customer interactions simple

Contracting bilingual
workers who
m
communicate in some
er as
other language as well
co
as have knowledge of Answer 1
eH w
Create a welcoming environment by having a diverse workforce
various societies
o.
would help make a
rs e
ou urc
fabulous client
experience.
Ensure every one of
o
your workers shows

aC s
vi y re
fairness and goodwill,

and pay attention to
client demands, Answer 2
regardless of what
ed d
Reinforce importance of recognizing customer diversity
their race, religion,

ar stu
societal position, or
different attributes
are.
is
Th
Each time you have

something to share
about your
collaboration with a Answer 3
sh
Share your experiences with colleagues to work out consistent approaches

client speaking to an
alternate culture, let
your associates know!
Focus on client Answer 4
communicational
traits and mirror them Listen actively and recognize patterns for communicating
to build the viability
of collaboration.
Invest time and effort
to find out about
where your clients are
from, and get
fundamental learning Answer 5
Know your customers and seek out culture-specific knowledge
of important world
perspectives,
qualities, and
convictions.
m
er as
Previous page
co
eH w
o.
Three parts of CRM
rs e
ou urc
Offering help for the representative in the front office
Answer 1
business procedures that include sales, marketing, and Operational CRM
o
service.
aC s
The goal of this CRM is to spare time and cost and improve Answer 2
vi y re
the services provided for the customers. Collaborative CRM
The assessment of customers data for some purpose that Answer 3

ed d
will help both the customer and business. Analytical CRM

ar stu
The Role of Service Guarantee in the Tourism and Hospitality Industry and
the Purpose
is
Th
Answer 1
A fulfilled client is an unwavering client
Improve Customer Loyalty
Service industry business enables employee to Answer 2

meet – and perhaps outperform – client desires. Meeting Customer Expectations
sh
Time is the way to progress when you're Answer 3

maintaining a tourism and hospitality business. On Time Services
A friendly help is a certain method to improve Answer 4
your customer's state of mind. Measure Customer Mood
It is critical to pass judgment on the necessities Answer 5
of your clients without their inquiring. 3. Passing judgment on the Customer's Needs
Previous page
Definition of Terms
“A way of measuring how very well the services level provided Answer 1
matches customers’ expectations with a consistent basis” -Webster Service Quality
The continuous procedure of distinguishing and decreasing or
reducing the errors in the production, streamlining the supply Answer 2
chain management, improving the client experience, and Total Quality Management
guaranteeing that workers are up to speed with preparations.

This refers to a Japanese word which means "improvement" and Answer 3
m
er as
"change for the better". Kaizen
co
eH w
Previous page
o.
Kaizen Continous Improvement Process
rs e
ou urc
Identify a problem or 1
opportunity Answer 1
o
Analyze the process Answer 2

2
aC s
vi y re
Standardize the solution Answer 3

6
Study the result and adjust Answer 4

5
Implement a solution 4
ed d
Answer 5
ar stu
Develop an optimal solution Answer 6

3
is
Common Issues in Cross Cultural Service Quality

Th
Is an unfair feeling of dislike for a person or group because Answer 1

of race, sex, religion or gender Prejudice
sh
An a language barrier may exist with two individuals or Answer 2

groups with different languages and cultures. Communications
Unwelcome sexual advances, requests for sexual favors and Answer 3

other verbal or physical harassment of a sexual nature Sexual harassment
The unjust or prejudicial treatment of different people or Answer 4
things, especially on the grounds of race, age or gender Discrimination
m
er as
co
eH w
o.
rs e
ou urc
o
aC s
vi y re
ed d
ar stu
is
Th
sh
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TOURISM AND HOSPITALITY PRE-

are service experiences in the tourism and

How to Make cross-cultural customer interactions simple?

How to Make cross-

Making cross-cultural customer interactions simple

your workers shows

fairness and goodwill,

Reinforce importance of recognizing customer diversity

their race, religion,

Each time you have

Share your experiences with colleagues to work out consistent approaches

the services provided for the customers. Collaborative CRM

The assessment of customers data for some purpose that Answer 3

will help both the customer and business. Analytical CRM

Service industry business enables employee to Answer 2

Time is the way to progress when you're Answer 3

guaranteeing that workers are up to speed with preparations.

Analyze the process Answer 2

Standardize the solution Answer 3

Study the result and adjust Answer 4

Develop an optimal solution Answer 6

Common Issues in Cross Cultural Service Quality

Is an unfair feeling of dislike for a person or group because Answer 1

An a language barrier may exist with two individuals or Answer 2

Unwelcome sexual advances, requests for sexual favors and Answer 3

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