Deck 14: Service Excellence: Leading the Way to Wow

Question 1

The more tangible the service product, the stronger the cultural values, beliefs, and norms must be to ensure that the guest service employee provides the quality and value of guest experience that the guest expects and the organization wants to deliver.

Answer 1

False

Question 2

The most highly developed technical applications of guestology can be found in the systems area.

Answer 2

True

Question 3

Benchmark organizations discover which of their competencies guests consider to be core, then focus on bringing their other areas up to that standard.

Answer 3

False

Question 4

The organization can't know what factors are the key drivers of guest satisfaction until they study all the drivers.

Question 5

A "wow" can be built into any part of the guest experience.

Question 6

The outstanding organizations are experienced enough to anticipate all the many different things guests will do, ask for, and expect from them.

Question 7

The most highly developed applications of guestology can be found in the service-environment area.

Question 8

You can figure out what factors in the service product, the environment, and the delivery system are the key drivers to guest satisfaction and intent to return by putting yourself in the guests' shoes and determining what you think is most important.

Question 9

Managers should reinforce the positive and coach away the negative.

Question 10

Organizational culture is crucial in filling in the gaps between what the organization can anticipate and train its people to deal with and the opportunities that arise in the daily encounters with a wide variety of guests.

Question 11

Leadership makes the difference between success and failure in today's hospitality organizations.

Question 12

A managerial task is to set employee performance standards; the achievement of appropriate standards is its own reward.

Question 13

Because they are often lonely, bored, and looking for contact with others, older retired people often make excellent hospitality employees.

Question 14

Organizations can benefit from thinking of their customers as employees.

Question 15

Everything the organizational leadership says and does should be consistent with the organization's subcultures.

Question 16

Regardless of the size of the innovation, the skill of the leader to implement change successfully will make the difference between success and failure.

Question 17

One employee at one moment of truth cannot possibly destroy a guest's perception of an entire hospitality organization.

Question 18

The outstanding hospitality managers get the data, and then combine it with hunches and their own personal preferences to arrive at a decision.

Question 19

Key drivers can be divided into two categories: basic things that the guests expect and the characteristics and qualities that make the experience memorable.

Question 20

"The wait" is difficult to model and study with computerized simulation techniques because of differing guest opinions about an appropriate wait length.

Question 21

The second step in staffing is finding the right people for the right job.

Question 22

The difference between what a guest expects and what the organization delivers is known as a

A) service gap
B) service slack
C) service failure
D) service recovery

Question 23

A particular challenge of the hospitality industry is

A) teaching people how to perform repetitive jobs with consistent quality and enthusiasm
B) developing an appropriate career development program for vice presidents
C) supplying a benefits package that suits both managers and frontline employees
D) paying employees properly and promptly, even if revenues are variable

Question 24

The benchmark hospitality organizations believe that

A) Guests should be encouraged to enhance organizational value.
B) All employees have value even if their job tasks don't add value.
C) All jobs and people have value.
D) Society has an ongoing value for the organization.

Question 25

It is the basic experiences like cooking a steak correctly every time you go to a particular restaurant that compel guests to return again and again.

Question 26

The term "guest promise" specifically refers to the advertised promise of service. If the guest does not feel that what they matches is equivalent with what was advertised than the promise was broken. A "guest guarantee" is the term used if the promise is verbal or written.

Question 27

It is a good leader who ensures that all employees understand that each and every employee's job has value.

Question 28

A transformational leader makes jobs fun, fair, interesting, and important.

Question 29

Just like guests having moments of truth where they decide to come back to an establishment, employees have moments of truth where they decide to continue working for managers.

Question 30

Leaders establish a culture of guest-service excellence and reinforce it by

A) word, deed, and celebration
B) providing regular pay adjustments
C) doing role plays of stories, heroes, and legends for employees
D) showing employees that the CEO job is fun, fair, and interesting, too

Question 31

The text talks about key drivers of two kinds

A) big ones and little ones
B) guest-focused and employee-focused
C) service setting and delivery system
D) the basics and the wows

Question 32

Today's "wow" is tomorrow's standard expectation for the guest who has been there and done that.

Question 33

Employees make the difference between providing a service product and co-creating one with the emotional connection necessary to create the "wow" experience. Otherwise, more pieces of the experience would be co-created using AI or other technology.

Question 34

Dominique Astor, a wealthy widow, visits the Inn at Chelmsford a few times each year. When she arrived this past time, she noticed in her room there was a free complimentary box of her favorite Italian chocolates, and a copy of the paper she reads every morning she stays with them. In addition, she was greeted by name and was given her preferred suite. This is an example of the

A) basics driver
B) enhancement driver
C) wow driver
D) personalize driver

Question 35

Vision + Skills + Incentives + Resources + Delivery System + Measurement = Unsurpassed Employees = Wow Service = ?

A) Unfulfilled Guests
B) Delighted Guests
C) Confused Guests
D) Complaining Guests

Question 36

Successfully determining and providing for the key drivers comes about through

A) pure luck, for the most part
B) extensive research on customer complaints
C) extensive planning based on guest feedback
D) organizational information systems

Question 37

Which of the following are among the key drivers?

A) the characteristics of a memorable guest experience
B) the basic guest expectations that the hospitality organization must meet
C) food, shelter, and water
D) fun, fair, and interesting

Question 38

Guests are typically very curious about which part of the service system failed when they are not satisfied.

Question 39

Eco-Innovations reduce the impact on the environment but often lead to less customer satisfaction because the inconvenience and difficulty in implementation.

Question 40

It is important to motivate employees to give the opportunity to perform "wow" moments in ways that do not jeopardize the quality and consistency of the service product.

Question 41

Juan owns one of the busiest restaurants in the city. He actually uses a food truck to test out all his new recipes prior to implementing them in the restaurant. He makes small portions and offers them at a significant lower price as long as they fill out a simple comment card about the quality of the menu item. This is an example of a

A) eco-innovation
B) incremental innovation
C) restaurant incubator
D) menu design marketing initiative

Question 42

As service innovations are made to the product or environment the delivery of the excellent service must remain ______.

A) fair
B) equitable
C) consistent
D) differentiated and consistent with the other changes

Question 43

The ______ the guest interaction is, the more likely you are to ______ the guest, and the job will be ______

A) shorter; process; interesting
B) longer; engage; interesting
C) shorter; engage; boring
D) longer; process; boring

Question 44

Herb, an employee at the Princess Hotel all-inclusive resort and spa, created a new process for guests to sign up for activities. This is an example of which type of Innovation?

A) radical Innovation of an introduction of new good
B) incremental Innovation of a new source of production
C) radical Innovation of a new market
D) incremental Innovation of a new method of production

Question 45

In creating the market-niche-of-one, yesterday's wow becomes today's ______.

A) repeated wow
B) basic level of service
C) failure
D) expected wow