Get premium membership and access revision papers, questions with answers as well as video lessons.

Chtm 0024: Public Relations And Customer Care Question Paper

Chtm 0024: Public Relations And Customer Care

Course:Certificate In Hospitality And Tourism Management

Institution: Chuka University question papers

Exam Year:2013

CHUKA

UNIVERSITY

UNIVERSITY EXAMINATIONS
FIRST YEAR EXAMINATION FOR THE AWARD OF CERTIFICATE IN HOSPITALITY AND TOURISM MANAGEMENT
CHTM 0024: PUBLIC RELATIONS AND CUSTOMER CARE
STREAMS: CHTM YISI TIME: 2 HOURS
DAY/DATE: TUESDAY 23/4/2013 8.30 AM – 10.30 AM
INSTRUCTIONS:
ANSWER ANY QUESTIO IN SECTION A AND ANY OTHER TWO QUESTIONS IN SECTION B.
SECTION A:

1. Define Public Relations and explain its Origin. [4 Marks]

2. Outline the responsibilities Customer Care Manager in the Hospitality industry.
[6 Marks]

3. Outline four responsibilities of a Hotel Public Relations Manager. [4 Marks]

4. Briefly explain six advantages of an in house Public relations department in Hospitality Industry. [5 Marks]

5. Using relevant example explain four characteristics of news. [4 Marks]

6. Describe the components of customer’s service as practiced in the tourism industry.
[6 Marks]

SECTION B:

7. (a) Explain factors to consider in order to achieving an effective Corporate Identity in
Hospitality. [10 Marks]

(b) Describe the dimension of service quality used to determine the customer
satisfaction in restaurant business. [10 Marks]

8. (a) Describe the methods of improving service quality in hospitality and tourism.
[10 Marks]

(b) Define the term public relations consultancy and explain four disadvantages of
public relations consultancy. [10 Marks]

9. (a) Broadly explain the characteristics of services offered in the Tourism Industry.
[10 Marks]

(b) Describe the essential parts which a tourism Public relations practitioner need to
know about a media house before publishing for their information. [10 Marks]

---------------------------------------------------------------------------------------------------------------------

Chtm 0024: Public Relations And Customer Care Question Paper

More Question Papers

Popular Exams