Guest Expectations MCQs

Guest Expectations MCQs

These Guest Expectations multiple-choice questions and their answers will help you strengthen your grip on the subject of Guest Expectations. You can prepare for an upcoming exam or job interview with these 40+ Guest Expectations MCQs.
So scroll down and start answering.

1: Action plan is the _________ that translates the service strategy into guides for employee activity over the coming period, usually a year .

A.   Specific plans

B.   General plans

C.   Simple plans

D.   None of these

2: A group of people generate and share ideas in open discussion, often in a free-association way, about what the future may bring is known as ________ .

A.   Servicescape

B.   Brainstorming

C.   Service package

D.   Service product

3: Brand image is the image or icon associated with a specific product, service, or organization, meant to help customers .

A.   True

B.   False

4: Brand name is the name of a specific ________ used to differentiate the organization’s offerings from those of competitors.

A.   Product

B.   Service

C.   Organization

D.   All of these

5: A specific factor or characteristic that a business sees as being a key strength for how it provides its service product is known as _______ .

A.   Delphi technique

B.   Core competence

C.   Differentiation

D.   Environmental assessment

6: Which of the correct statements about Delphi technique ?

A.   As a qualitative forecasting tool, a rather formal process involving surveying experts to get their individual forecasts

B.   The day of the year which the organization assumes when determining how much capacity to design

C.   A strategy designed to create in the guest’s mind desirable differences, either real or driven by marketing and advertising, between the service

D.   None of these

7: Design day used to balance the costs to the organization of excess capacity and the costs to the guest .

A.   True

B.   False

8: Which strategy is designed to create in the guest’s mind desirable differences, either real or driven by marketing and advertising ?

A.   Differentiation

B.   Econometric models

C.   Environmental assessment

D.   None of these

9: Econometric models are elaborate mathematical descriptions of multiple and complex relationships .

A.   True

B.   False

10: A careful examination of the present opportunities and threats in the external business environment is known as _______ .

A.   Delphi technique

B.   Core competence

C.   Differentiation

D.   Environmental assessment

A.   Delphi technique

B.   Core competence

C.   Differentiation

D.   Focus group

A.   Delphi technique

B.   Forecasting

C.   Differentiation

D.   Focus group

13: Green movement is a diverse set of _________ movements advocating for sustainable management of resources and addressing issues of climate change.

A.   Political

B.   Scientific

C.   Social

D.   All of these

14: A careful examination of the organization’s present internal condition, its strengths is known as _________ .

A.   Internal assessment

B.   External assessment

C.   Both a & b

D.   None of these

15: Key drivers determined by surveying and studying guests .

A.   True

B.   False

16: An organization that tries to compete within its market primarily by maximizing operational or production efficiencies and minimizing organizational costs is known as _______ .

A.   Low-price provider

B.   Market niche

C.   Mission statement

D.   Quantitative forecasting tools

17: Market niche is a gap in a market that an organization ________ to fill to attract customers and compete successfully.

A.   Seeks out

B.   Focuses on

C.   Attempts

D.   All of these

A.   Mission statement

B.   Qualitative forecasting tools

C.   Market niche

D.   All of these

19: Qualitative forecasting tools use non-quantitative, subjective information to make projections.

A.   True

B.   False

20: Which forecasting tools that use quantitative, non-subjective information or data to make projections ?

A.   Quantitative forecasting tools

B.   Qualitative forecasting

C.   Both a & b

D.   None of these

21: Which technique is used to examine the relationship or degree of association between one or more variables ?

A.   Regression analysis

B.   Revenue management

C.   Scenario building

D.   All of these

22: A technique for selling the right capacity to the right customer at the most advantageous price is known as ________ .

A.   Regression analysis

B.   Revenue management

C.   Scenario building

D.   All of these

23: A group of people—frequently organizational employees—assume a certain future situation or set of circumstances is known as _______ .

A.   Scenario building

B.   Service strategy

C.   Strategic plan

D.   All of these

24: Service strategy is the organization’s plan for providing the experience guests expect.

A.   True

B.   False

25: The specific steps that detail how the organization intends to get from where it is to where it wishes to be in order to achieve its mission and vision is known as _______ .

A.   Strategic plan

B.   Strategic premises

C.   Sustainability

D.   All of these

26: Strategic premises based on the results of forecasting, on which the organization’s strategic plan is ________ .

A.   Based

B.   Premised

C.   Both a & b

D.   None of these

27: The use of resources in a way that protects the future environment and the ability of future generations to meet their own needs is known as _______ .

A.   Sustainability

B.   Vision statement

C.   Yield management

D.   None of these

A.   Time-series

B.   Trend analysis

C.   Both a & b

D.   None of these

29: Vision statement is an articulation of what the organization hopes to look like and be like in the future.

A.   True

B.   False

30: A technique for managing the sale of an organization’s units of capacity, using forecasts based on past results is known as ________ .

A.   Yield management

B.   Vision statement

C.   Sustainability

D.   All of these

31: What is one major way to differentiate one’s service from competitors?

A.   Brand Image

B.   Marketing

C.   Service Delivery

D.   Guestology

32: Which of the following is an example of McDonald’s competitive advantage?

A.   2 for 5$

B.   The Dollar Menu

C.   Their symbol of the golden arches

D.   Their slogan

33: What is an example of a Market Niche?

A.   A boutique hotel in New York City

B.   A Marriott Hotel in New England

C.   Interstate hotels

D.   Hyatt Resorts worldwide

34: What are the three generic strategies in a strategic plan?

A.   Low price, marketing skills, differentiating

B.   Competing on price, differentiating, and finding a niche

C.   Market niche, strategy, competing on price

D.   Low price, marketing strategy, competitors

35: What is an Environmental Assessment?

A.   Being cautious of the environment

B.   Destroying the environment

C.   An examination of the sues that have been in a present business environment in the past

D.   An examination of the opportunities and threats in a business environment

36: Which of the following is used with qualitative forecasting tools?

A.   Delphi Technique

B.   Market forecasting

C.   Statistical forecasting

D.   Future forecasting

37: Which generation has a retiring rate of 10,000 a day?

A.   Generation X

B.   Generation Y

C.   Millennials

D.   Baby Boomers

38: What is something a millennial would look for in a hotel more than a baby boomer?

A.   Free breakfast

B.   Things to do on site

C.   Fast free Wi-Fi

D.   Comfort

39: What cuisine trend did not exist as a food service category until about a decade ago?

A.   Á la Carte

B.   Dashboard

C.   Fast Food

D.   Uber Eats

40: You own and operate a small Italian restaurant specializing in homemade pasta. What would be an example of your existing direct competitors?

A.   Outback Steakhouse

B.   An Italian-owned pizza place in the same plaza

C.   A hole-in-the-wall, family owned Italian restaurant 3 miles away

D.   Asian noodle take-out

41: Which of the following is a supplier of a crucial resource?

A.   Competitors

B.   The government

C.   Environmental sustainability

D.   Labor market

42: Strategic premises is best described as

A.   Assumptions about the future of the business that are based on the results of forecasting

B.   Assumptions about the premise of the property

C.   Planning where you want to put your property

D.   A strategic plan on how to design your new operation

43: What is the final external issue to address?

A.   Forecasting

B.   Strategic planning

C.   Surprise

D.   Competitors

44: Which of the following is an example of a core competence?

A.   Providing the highest level of service possible at a 5-star rated hotel

B.   Doing all laundry in a resort in one laundry room on premise

C.   Only receiving food from one provider

D.   Having the same color scheme in every guest room

45: What is the term used for “A technique for managing the sales of an organization’s units of capacity”?

A.   Revenue management

B.   Yield management

C.   Forecast management

D.   Competitive management