GOLDENSTATE COLLEGE

General Santos City

SEMI FINAL EXAMS OVERVIEW OF THE PRE-REQUISITE SUBJECTS OF BSTM5 /THC 10/THC 12

Subject : BSTM 5 / THC 10 / THC 12

Date : APRIL ____ 2024
Instructor : MA. CONSUELO GALANG – YABUT

NAME OF STUDENT: ________________________________________ COURSE & SECTION: _______________________

General Instruction: Read and understand the instructions carefully before you answer.

I. IDENTIFICATION. Identify the Needs based on Maslow’s Hierarchy of Needs as applied to Hospitality. Write your answer
on the space provided.

___________________________1. The need for self-fulfillment and achieving full potential as Human Need vs. Hospitality is
the need have a choice of place to satisfy achievement needs.

e.g. holiday, event, dinner etc.

___________________________2. As humans, this is the need for a stable environment from threats to safety vs.
Hospitality is the need to have a Choice of place to provide safe shelter

e.g. staying in hotel when away from home.

___________________________3. The basic needs of human: food, eater, sleep, oxygen and activity vs. Hospitality is the
need to have a choice of place to satisfy immediate need

e.g. eating just to satisfy hunger

___________________________4. The need for self-respect, self-esteem and the esteem of others vs. Hospitality is to have
the choice of type of place to match self-image.

e.g. trendy, up market, fashionable etc.

___________________________5. The need for affection and acceptable by peers vs. Hospitality Choice of place that offers
acceptance / belonging

e.g. bar, club, disco, sports club etc.

II. TRUE OR FALSE.

_______________1. A DEMAND is something that a person desires, either immediately or in the future.

_______________2. A WANT is for the product or service that will satisfy a need, as shaped by the culture, personality and
experience of the customer.

_______________3. People have many wants, but not enough money to meet all their wants. Therefore, they buy products
that provide the most satisfaction (value) for their money. When backed with buying power, wants become "demands".

III. Choose the best answer. Encircle the letter of you answer. (5 points for Knowledge, 5 points for Comprehension, 10
points each. Total of 100 points)

1.It refers to how customers feel and think about a certain product / service. Generally, this is formed mainly based on the
customers’ past experience.

A. Customer Satisfaction B. Customer Perception C. Customer Needs

2. Use expressions such as “please” and “thank you”. Any vulgar language or behavior is prohibited…….

A. Being Polite B. Being Helpful C. Being Assistive …..to a customer.

Title: BATM 5 Code: BSTM 5

Date of Effectivity: APRIL 2024 Revision No. 00 Page No. 1 of 9
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3. This is the present value of the future cash flows from a customer relationship.

A. Customer Demands B. Customer Value C. Customer Loyalty

4. This can be defined as a customer’s commitment to do business with a particular organization, purchasing their goods
and services repeatedly, and recommending the services and products to other people.

A. Customer Satisfaction B. Customer Value C. Customer Loyalty

5. The most important thing for any businesses to do is to keep their customers because __________________is the
lifeblood of every business.

A. Customer loyalty B. Repeat Business C. Customer value

6. This is the most common loyalty program. Repeat customers earn these, which translate into some type of rewards.

A. Tier System B. Points System C. Partnership System

7. Offers a small reward to initiate the loyalty program, but encourage repeat customers by increasing the value of the
rewards as the customer moves up the loyalty ladder. The key is to offer benefits in the early stages to hook the customer
into coming back.

A. Customer Loyalty B. Tier System C. Partnership System

8. This type of loyalty program is very common in the tourism and hospitality business. Many businesses form these with
non-competing firms to facilitate the task of accumulating points and to increase the variety of reward options.

A. Rewards System B. Tier System C. Partnership System

9. The basic idea behind ___________________ is to gain a bigger share of customer spending by rewarding individuals for
shopping at a particular store or group of stores.

A. Customer Loyalty Program B. Point System C. Customer Satisfaction

10. With the cost of attracting new customers being much greater than the cost of providing the exceptional service that
keeps them coming back, it is clear that the more _________________ a business develops, the less it needs to spend on
attracting new customers.

A. Points System B. Customer Demands C. Customer Loyalty

IV. Definition of Terms. Define the following terms in your own words.

1. What is the meaning of Service Plus?

_____________________________________________________________________________________________

_____________________________________________________________________________________________

2. What is the meaning of Service Recovery?

______________________________________________________________________________________________

______________________________________________________________________________________________

3. In the hospitality industry, how do you define SERVICE EXCELLENCE?

______________________________________________________________________________________________

______________________________________________________________________________________________

Title: BATM 5 Code: BSTM 5

Date of Effectivity: APRIL 2024 Revision No. 00 Page No. 2 of 9
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4. Define TOTAL QUALITY MANAGEMENT.

______________________________________________________________________________________________

______________________________________________________________________________________________

5. Define QUALITY SERVICE MANAGEMENT.

______________________________________________________________________________________________

______________________________________________________________________________________________

V. MULTIPLE CHOICE. Read and understand each item carefully. Encircle the letter of the best answer.

1. It is a social, cultural and economic phenomenon which entails the movement of people to countries or
places outside their usual environment for personal or business/professional purposes.

A. Hospes B. Tourism C. Hospitality D. Quality Service

2. What is the meaning of flora and fauna?

A. Living and non- living things B. Biodiversity C. Sustainability

D. Plants and Animals

3. As an industry, this was born out of casual arrangements between locals and weary travelers looking for a
safe place to rest their horses and lay their heads.

A. Tourism B. Hospitality C. Quality Management Service

D. Entertainment

4. The Latin word which referred to the relationship between guest and host

A. Hospes B. Hospitalitis C. Voluntuaria D. Tornacense

5. The Acronym TIPS means:

A. To Insure Prompt Service B. To Include Payment System

C. To Include Punctual Service D. To Insure Paid Service

6. The section of the service industry that is concerned with the reception of guests and the provision of
pleasant guest experiences

A. Tourism B. Hotel C. Hospitality D. Sustainability

7. They are the most immediate obvious beneficiaries of the hospitality sector

A. Employees B. Hotels C. Guests D. Local Government

8. This is focused on the reception of guests, and the provision of relevant services, but this does not always
involve significant travel

A. Tourism B. Biodiversity C. Hospitality D. F&B Service

9. This is focused on the short-term movement of people from one location to another and, specifically,
movement away from where people usually reside

A. Tourism B. Biodiversity C. Hospitality D. F&B Service

Title: BATM 5 Code: BSTM 5

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10. Meaning of TOUCHPOINTS in the hospitality industry

A. Point of no return for customers B. Point of Sales of a company

C, Point of contact of interaction between business and customers

D. Point of association between local government and tourists

VI. ENUMERATION

1. Please give 6 positive impacts of Tourism

2. Give at least 5 negative impacts of Tourism

3. Name at least 3 Quick Service Restaurants

4. Give at least 3 environmental impacts of Tourism

Title: BATM 5 Code: BSTM 5

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5. Cite 3 examples on how to give the customer/s a quality experience

6. There are numerous classifications by hotel type. Name at least 6 types of hotels

7. Give at least 5 hotel facilities that generate additional revenues for hotels and recreation for customers

8. Give 5 samples of Dark Tourism that can be found around the world

9. Give 8 samples of Institutional Food Service

Title: BATM 5 Code: BSTM 5

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10. Cite the 10 TOPs (Tourism Oriented Products)

11. Give the 4 Intangible products of Tourism

12. What are the 7 steps of Tourism Product Development

13. What does the acronym BRICS mean? (5 points)

VII. IDENTIFICATION. Choose the best answers inside the box.

Dark Tourism Polar Tourism

Culinary Space Tourism Voluntourism
Tourism
Quick Service Fast Casual Full-Service Institutional Accommodation
Restaurants Restaurants Restaurants Food Service Food Service

1. This sector includes hotel restaurants and bars, room service, and self-serve dining operations (such as a

breakfast room). ______________________________

2. People do not just go touring for recreation and fun but also to serve the community dealing with natural

calamities. ________________________________

3. It the oldest form of tourism developed recently. Due to the fear and natural attraction to uncover mystery
of death human beings always have, some tourists prefer to visit the destinations such as battlefields,
places of violent homicides, or any places where large number of people lost their lives naturally or
forcefully in the span of last 100 to 125 years

. ________________________________

Title: BATM 5 Code: BSTM 5

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4. Adventure tourists and common tourists who long for unique weather experience, solitude, and view of
wild life in its natural habitat opt for this kind of tourism.

____________________________

5. It includes orbital and suborbital rocket flights into the space. Till date, only very rich tourists paying very
large sum of money could possibly realize the dream to see beyond the blue planet. In coming years, this
extravagant tourism can be made available for common people, too.

____________________________

6. The tourists who like to receive local palate experience, like to tour for this purpose. They attend food
festivals, food competitions, visit local farms, vineries, and cheese manufacturing companies, interact with
local community or cooks for special culinary experience.

___________________________

7. Segment of F&B that caters to a large scale of customers and often connected to governmental (National
Parks) or corporate level organizations. Often run under a predetermined contract.

____________________________

8. The most fluid of the F&B operation types, adjusting and changing to the demands of the marketplace.
Consumer expectations are higher here than with QSRs. The menus offered are varied, but in general
reflect the image of the restaurant or consumer’s desired experience.

________________________________

9. This type of F&B sector focuses on higher quality ingredients than QSR’s and provides made-to-order food
in an environment that does not include table service. Customers usually queue and order at a counter.
The seating area is more upscale and comfortable.

________________________________

10. This prominent portion of the food sector generally caters to both residents and visitors, and it is
represented in areas that are conveniently accessed by both. Brands, chains, and franchises dominate the
landscape.

________________________________

Title: BATM 5 Code: BSTM 5

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VIII. MATCHING TYPE Match by writing the numbers of the photo together with the letters of the names of the
TQM Guru

1. ______ A. ARMAND G. FEIGENBAUM

2. ______ B. W. EDWARDS DEMING

3. ______ C. GENICHI TAGUCHI

4. ______ D. KAURU ISHIKAWA

5. ______ E. DAVID GARVIN

6. ______ F. WALTER ANDREW SHEWHART

7. ______ G. ELTON MAYO

Title: BATM 5 Code: BSTM 5

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8. ______ H. JOSEPH JURAN

9. ______ I. PHILIP CROSBY

IX. ESSAY

1. In your own understanding, what does TOTAL QUALITY MANAGEMENT MEAN?

(15 points)

2. Describe TOTAL QUALITY SERVICE in your own words. (15 points)

3. Why did you choose Hospitality Management/Tourism as your course and future career direction?
(BONUS 20 points)

Title: BATM 5 Code: BSTM 5

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