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Htm 313: Service Management In Hospitality And Tourism Question Paper

Htm 313: Service Management In Hospitality And Tourism

Course:Bachelor Of Hospitality Management

Institution: Kenyatta University question papers

Exam Year:2011

KENYATTA UNIVERSITY
UNIVERSITY EXAMINITIONS 2010/2011
SECOND SEMESTER EXAMINITION FOR THE DEGREE OF BACHELOR OF SCIENCE IN TOURISM AND HOSPITALITY MANAGEMENT
HTM 313: SERVICE MANAGEMENT IN HOSPITALITY AND TOURISM
DATE: THURSDAY 31ST MARCH 2011 TIME: 2.00 P.M-4.00P.M
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INSTRUCTIONS:
Answer ALL three questions in section A and any other TWO questions from section B.
SECTION A (30MARKS)
Q1. There are many ways in which price of a hospitality and tourism product or service can be determined. Explain 5 pricing strategies that a business is likely to use. (10 marks)
Q.2 Discuss that determinants of service quality (10 marks)
Q.3 Explain four aspects of customer focus in any service oriented establishment. (10marks)

SECTION B (40 MARKS)
Q.4 a) services are often described in contrast to goods. Explain in detail any four
Characteristics of service. (10 marks)
b) Third year students are planning a trip to the coastal town of Mombasa, where there
are many tourist attractions. Discuss any five attractions you as a student are likely to
visit. (10 marks)
Q.5 a) Culture provides the frame of reference for people and establishes formal rules of how
People live in a specific environment. What steps are needed to create and sustain a
Service culture? (10 marks)
b) What are the core customer roles that define customer participation in the work of a hospitality firm?
Q6. Key performance indicators help an organization to define and measure progress towards organizational goals. Describe the different characteristics of key performance indicators. (20 marks)
Q7. A hotel at the coastal town of Malindi is experiencing low bed occupancy due to service failure .As the General Manager of this hotel, how do you build a customer service system which ensures recovery for the hotel. (20 marks)

Htm 313: Service Management In Hospitality And Tourism Question Paper

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