Hotels Service Concepts! Trivia Questions Quiz

10 Questions

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Hotels Service Concepts! Trivia Questions Quiz

Below is a hotel service concepts trivia quiz in which you get to test what you know about maximum satisfaction to your guests. If you are in the hotel business. you should know that no matter how beautiful your hotel looks if it does not treat its guests well, they can easily go out of business. Take up the quiz and see how well you tackle it!


Questions and Answers
  • 1. 
    When it comes to judging the quality of service, whose expectations are most important?
    • A. 

      The person receiving the service

    • B. 

      The staff member providing the service

    • C. 

      The staff member’s boss

    • D. 

      The owner of the company

  • 2. 
    Manufacturing businesses are different from service businesses because in manufacturing businesses:
    • A. 

      Customers are more involved in the production process.

    • B. 

      It’s harder to maintain quality control standards.

    • C. 

      There are no inventories.

    • D. 

      The time factor is less important.

  • 3. 
    Good service is:
    • A. 

      Work done for others.

    • B. 

      Service that meets customer needs in the way that they want and expect them to be met.

    • C. 

      Activities performed by people for the benefit of others.

    • D. 

      Service in which the staff members providing the service treat every moment of truth the same way.

  • 4. 
    Service businesses are different from manufacturing businesses because:
    • A. 

      In manufacturing businesses, customers are more involved in the production process.

    • B. 

      In service businesses, it’s harder to maintain quality control standards.

    • C. 

      In manufacturing businesses, people are part of the product.

    • D. 

      In service businesses, the time factor is less important.

  • 5. 
    In a service business:
    • A. 

      Production and consumption are completely separate.

    • B. 

      Other customers are part of the service product.

    • C. 

      Services can be inspected for quality before they are “consumed” by customers.

    • D. 

      Customers never see the service “factory.”

  • 6. 
    Service is a performance or a process; you cannot physically handle it the way you can manufactured goods. Guests at a hotel purchase the performance of services of the people who work in the hotel.
    • A. 

      Nature of the service product

    • B. 

      People are part of the product

    • C. 

      Harder to maintain quality control standards

    • D. 

      Time factor is more important

    • E. 

      Distribution channels are different

  • 7. 
    Guests come into contact with employees and other guests. The behavior of other guests can affect the service experience of other guests.
    • A. 

      Nature of the service product

    • B. 

      People are part of the product

    • C. 

      Harder to maintain quality control standards

    • D. 

      Time factor is more important

    • E. 

      Distribution channels are different

  • 8. 
    The hotel cannot inspect the service before it is delivered. Mistakes are more likely to occur because performance takes place in real time.
    • A. 

      Nature of the service product

    • B. 

      People are part of the product

    • C. 

      Harder to maintain quality control standards

    • D. 

      Time factor is more important

    • E. 

      Distribution channels are different

  • 9. 
    Services are delivered in the “factory,” so guests have to be present to receive them. Hotels must work at eliminating the amount of time customers must be kept waiting.
    • A. 

      Nature of the service product

    • B. 

      People are part of the product

    • C. 

      Harder to maintain quality control standards

    • D. 

      Time factor is more important

    • E. 

      Distribution channels are different

  • 10. 
    Hotels do not ship their service to the customer. Instead, the customers come to them. Therefore, hotels must train their employees to handle some marketing functions such as dealing with customers.
    • A. 

      Nature of the service product

    • B. 

      People are part of the product

    • C. 

      Harder to maintain quality control standards

    • D. 

      Time factor is more important

    • E. 

      Distribution channels are different

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