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Htm 106: Service Management In Hospitality And Tourism Question Paper
Htm 106: Service Management In Hospitality And Tourism
Course:Bachelor Of Science In Hospitality And Tourism Management
Institution: Kenyatta University question papers
Exam Year:2021
KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2020/2021
DIGITAL SCHOOL OF VIRTUAL AND OPEN LEARNING (DSVOL)
FIRST SEMESTER EXAMINATION FOR THE DEGREE OF BACHELOR OF HOSPITALITY AND TOURISM MANAGEMENT
HTM 106: SERVICE MANAGEMENT IN HOSPITALITY AND TOURISM
DATE: THURSDAY 14TH JANUARY 2021
TIME: 2.00 P.M - 4.00P.M
INSTRUCTIONS:
This examination paper contains TWO sections,A and B.
Question one in section A is COMPULSORY, choose any two questions in section B.
Do not write anything on this examination
paper
Section A: Answer ALL QUESTIONS in this section.
QUESTION ONE
i. Define the meaning of service quality (3 marks)
ii. Briefly explain factors Wich have contributed the growth of tourism service industry. (8 marks)
iii. Highlight ways in which technology has been adopted in tourism service industry. (5 marks)
iv. Briefly explain the essentials of service culture in the service industry. (8 marks)
v. Briefly explain three elements which a restaurant can use to enhance its tangible service quality dimension. (6 marks)
Section B: Answer any TWO QUESTIONS in this section
QUESTION TWO
Using an example in hospitality and tourism industry, explain factors that lead to service quality gaps in service management. (20 marks)
QUESTION THREE
Discuss different strategies that can be used to set prices for products in tourism service industry. (20 marks)
QUESTION FOUR
Illustrate a service blue print for a hotel room reservation process. (20 marks)
QUESTION FIVE
I. Identify the objectives of customer relationship management. (8 marks)
II. You are the front office manager of XYZ Hotel. A customer has complained to you about wrong billing. Explain how you will resolve this complaint. (12 marks)
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