Prelim. (THCC 216) T & H Service Quality Management

Subject Code:
Name:__________________________________
Exam Period: PRELIM EXAMINATION PERIOD Course &
Section:_________________________
Prepared by: MS. MARITONI MEDALLA, MBA- HTM Score & Equivalent:
_______________________
I. MULTIPLE CHOICE: Choose the best answer and click the answer of your choice.
1. Which of the following is true about Tourism?
A. It is a practice of traveling for recreational or leisure purposes.
B. It involves an overnight stay away from the normal place of residence which “travel” and
“stay” in the place outside the usual environment.
C. It consists of transportation, accommodation, and entertainment.
D. All the above.
2. Which of the following are the disadvantages of Tourism?

A. Socio – cultural effect C. Both A & B
B. Cultural Exchange D. None of the above
3. The following are the advantages of Tourism. Except:

A. Meet new people C. Massive expenditure
B. Employment D. Both A& B
4. The following are five ' A ' factors that represent the essential requirements for successful
tourism, except:
A. Activities C. Amenities
B. Access D. Accommodations
5. What importance of Tourism aids and supports the foreign exchange reserves which benefit our
country in generating foreign currency?
A. Economic progress C. Financial Progress
B. Societal progress D. Cultural Heritage
6. The word tourism was derived from the French word “_____”, which means to tour or travel.
A. Turisem C. Turism
B. Tourisme D. None of the above
7. Why is customer loyalty important in businesses?

A. It increases the number of guests/customers.
B. They bring more profit to the business.
C. They put good reviews online.
D. They buy loyalty cards.
8. They are the services that are required to meet the needs of tourists while they are away from
home.
A. Activities C. Amenities
B. Accommodations D. None of the above
9. It is one of the five “ A’s” of Tourism that allows tourists to physically move from where they
live to where they are visiting.
A. Amenities C. Accommodation
B. Attractions D. None of the above
10. Which of the following is true about Hospitality?

A. It is the act of accommodating guests on a specific activity.
B. It is a relationship between a guest and a host.
C. The hospitality industry’s primarily focused is customer awareness.
D. None of the above.
11. What is included in the hospitality industry?

A. Hotels and restaurants only
B. Airlines only
C. Broad group of businesses that provide services to customers
D. Travel and tourism businesses only
12. It is a type of customer loyalty program where the value of the rewards increases as the customer
moves up the loyalty ladder.
A. Points System
B. Tiered Rewards
C. Charging an upfront fee
D. Distinctive rewards
13. Jollibee is an example of what type of food and beverage establishment?

A. Quick-service Establishments
B. Catering Businesses
C. Full-Service Restaurants
D. Both A & B
14. Which of the following is an example of Food and Beverage commercial operation?
A. Restaurant
B. Hotel catering
C. Hospital cafeteria
D. Both B & C
15. It is a dimension of service quality that describes how visually appealing the company appears to
the customer.
A. Responsiveness C. Sympathy
B. Tangible D. Assurance
16. It is a dimension of service quality that shows care and genuine concern?
B. Tangible D. None of the above.
17. It is a dimension of service quality that is being promptly responsive to the customer?
B. Tangible D. None of the above.
18. A business strategy aimed toward ensuring that the overall customer experience is good, in
addition to providing a quality product or service.
A. Customer Loyalty C. Excellent Customer Satisfaction
B. Total Customer Satisfaction D. Customer rewards and Development
19. What do you call a customer who regularly uses the company’s business products and services?
A. Excellent Customer C. Loyal Customer
B. Regular Customer D.Satisfied customer
20. What will happen to the company or business if they are unable to provide equal customer
satisfaction to all of their customers?
A. They will lose customers.
B. They will have no customers.
C. They will gain more profit because more customers will use their products/services.
D. Both A & B
I. MULTIPLE CHOICE: The following are examples of situations where service quality gaps
occur. Identify what gap does these examples represent. Choose the best answer and click the
answer of your choice.
1. The manager told the front desk employees to decline disorderly or drunk guests; however, the
manager failed to tell them the standard process.
A. policy gap
B. delivery gap
C. knowledge gap
D. customer gap
2. The guest did not have a room available when she arrived at the hotel because the reservations
agent failed to book her on the correct dates. The employee was reassigned from marketing to
reservations without proper training.
A. policy gap
B. delivery gap
C. knowledge gap
D. customer gap
3. The restaurant removed almost half of their old “favorites” on the menu because they think that
customers want Instagramable dishes or drinks instead. However, the customers wanted the
authentic and trademark dishes of the restaurant.
A. policy gap
B. delivery gap
C. knowledge gap
D. customer gap
4. A Restaurant Manager may keep visiting their consumer to ensure quality check and consumer
satisfaction, but the consumer may interpret this as an indication that something is fishy or
there is something wrong in the service provided by the restaurant staff.
A. policy gap
B. delivery gap
C. knowledge gap
D. customer gap
5. The line at the front desk is very long because only one employee is assisting the guests. The
other front desk personnel are at the back chitchatting and others are absent.
A. policy gap
B. delivery gap
C. knowledge gap
D. customer gap
III.IDENTIFICATION. Write the correct answer in the space provided. Make sure to write your
answers in lowercase (small letters).
1. This type of accommodation is common among travelers.

Answer: resorts
2. They are the services that are required to meet the needs of tourists while they are away
from home.
Answer: amenities
3. They include anyone the organization supplies with products or services.
Answer: customers
4. It is the world’s largest income earning industry.
Answer: tourism
5. It is a customer loyalty program that allows frequent customers to earn points that convert
into rewards.
Answer: point system

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2. Which of the following are the disadvantages of Tourism?

3. The following are the advantages of Tourism. Except:

7. Why is customer loyalty important in businesses?

10. Which of the following is true about Hospitality?

11. What is included in the hospitality industry?

13. Jollibee is an example of what type of food and beverage establishment?

B. Total Customer Satisfaction D. Customer rewards and Development

1. This type of accommodation is common among travelers.

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