Exam 2: Meeting Guest Expectations Through Planning

Scenario planning and the Delphi technique are quantitative forecasting techniques.

A company using a ______ strategy seeks to be the first to move into a market segment to meet an unfulfilled customer need.

Because hospitality services are largely intangible, having a strong brand image is very important in the hospitality field.

An example of finding a special niche would be to target a market by lowering the cost of the service product.

An excellent service strategy will emphasize providing value to guests above all; not far behind will be an emphasis on providing quality.

If the Hyatt Corporation were to take a stand on terrorism and institute a corporate-wide policy implementing security bag check-in at all hotels and deactivation of all side door key entry after hours; they would be responding based on

As a low-cost carrier known for outstanding service, Southwest Airlines uses which strategy?

The ______ assessment leads to the generation of strategic premises about the future environment, while the ______ assessment leads to a redefinition or reaffirmation of organizational core competencies.

Forecasting techniques are based on the idea that

Generation Y consists of those born from

A strong brand promise

The organization draws conclusions about the future, uses the conclusions to make assumptions called strategic plans, and then bases its strategic premises on the strategic plans.

Some factors that will affect future hospitality organizations are predictable and simple, like estimating how many teenagers will be available for work in ten years.

Differentiation means to scrap the old strategic plan and build a different one.

The organization's mission statement articulates the organization's purpose.

Predicting the economic impact of a new technology on the hospitality industry is a fairly simple challenge for qualified researchers.

Hotel Roberto will be the highest guest rated, state-of-the-art, 5-star, boutique hotel in the Nashville area is an example of a mission statement.

Managerial performance plans and marketing plans should be considered individually and as part of the entire strategic plan.

A key driver is

Which hotel segment is most likely to employ a market niche strategy?