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1.What is adding value?
2. Explain Adventure tourism, Attraction, Amenities, Back of the house.
3. What is continuously rendered service?
4. Define the terms: Excursionist, Front of the house, High-touch service
5. Explain hospitality in terms of hotel industry
6. Explain the terms Intangibility, Inseparability, Perishability, and Point of contact in hotel management.
7. What is Product formation, Service brigade and The Moment of Truth?
2. Explain Adventure tourism, Attraction, Amenities, Back of the house.
3. What is continuously rendered service?
4. Define the terms: Excursionist, Front of the house, High-touch service
5. Explain hospitality in terms of hotel industry
6. Explain the terms Intangibility, Inseparability, Perishability, and Point of contact in hotel management.
7. What is Product formation, Service brigade and The Moment of Truth?
What is adding value?
Adding value can be defined as adding extra item,
image, product or service, which adds value to the product. For example a
good-looking receptionist adds to the quality of hotel, a garnish on food adds
to the value of the food. It can be service tool, service staff, environment,
image of the owner or chef, etc. Travel agency adds value to the quality of
hotel or vice versa.
Explain Adventure tourism, Attraction,
Amenities, Back of the house.
• Adventure tourism - to convert the adventure
into pleasure for the purpose of tourism business
• Attraction - Anything/object/activity, which attracts tourists and attach with it.
• Amenities - Extra facilities, service added with attraction, accessibility and accommodation to create tourism. It includes trust, friendship, hospitality, etc
• Back of the house- Staffs who are not directly involved in providing service. Guests rarely interact with them
• Attraction - Anything/object/activity, which attracts tourists and attach with it.
• Amenities - Extra facilities, service added with attraction, accessibility and accommodation to create tourism. It includes trust, friendship, hospitality, etc
• Back of the house- Staffs who are not directly involved in providing service. Guests rarely interact with them
What is continuously rendered service?
Continuously rendered services are those
services, which are prepared and provided only to the customers who are
physically present. This kind of service is not finished in instant time; it is
a process, which is extended to a time limit. It is a kind of face-to-face
interaction. For example reservation service, restaurant service, massage, etc
Define the terms: Excursionist, Front of the
house, High-touch service
• Excursionist – This term is used for the
temporary visitors, who do not even stay for twenty- four hours in a hotel.
• Front of the house – This term is used for the staffs who are directly involved in providing services to the guests in the hotel. For example receptionist, bellboys, gatekeeper, etc.
• High-touch service- These are those services which are already prepared but the customer receive it only when he wants. For e.g. room reservation, fast food, printed information, housekeeping service, etc
• Front of the house – This term is used for the staffs who are directly involved in providing services to the guests in the hotel. For example receptionist, bellboys, gatekeeper, etc.
• High-touch service- These are those services which are already prepared but the customer receive it only when he wants. For e.g. room reservation, fast food, printed information, housekeeping service, etc
Explain hospitality in terms of hotel industry
Hospitality actually means, “taking care of
guests in the best possible way".
• Organizing, providing services and looking care after guests is included in it.
• It means friendly and generous treatment of guests.
Hospitality industry includes all companies involved in providing services for guests. They provide more mental satisfaction than tangible objects.
• Organizing, providing services and looking care after guests is included in it.
• It means friendly and generous treatment of guests.
Hospitality industry includes all companies involved in providing services for guests. They provide more mental satisfaction than tangible objects.
Explain the terms Intangibility,
Inseparability, Perishability, and Point of contact in hotel management.
• Intangibility- It can be explained as services,
which cannot be seen, tested, felt heard or smell or measured before they are
delivered and received by customer. For example, travel experience, trust,
confidence, hospitality, satisfaction, etc.
• Inseparability- To receive the service customer must be personally and physically present at the point of delivery. Customer cannot be separated from the point of delivery. Service is available at the Point of service Delivery (POD)
• Perishability- Perishable services are those services, which cannot be stored. Unused service of a particular day cannot be sold next day or in advance.
• Point of contact- Place, item, product, staff, service customer contact to receive service. It can be building, service environment, delivery items, staffs, follow travelers which they contact and receive positive or negative feelings.
• Inseparability- To receive the service customer must be personally and physically present at the point of delivery. Customer cannot be separated from the point of delivery. Service is available at the Point of service Delivery (POD)
• Perishability- Perishable services are those services, which cannot be stored. Unused service of a particular day cannot be sold next day or in advance.
• Point of contact- Place, item, product, staff, service customer contact to receive service. It can be building, service environment, delivery items, staffs, follow travelers which they contact and receive positive or negative feelings.
What is Product formation, Service brigade and
The Moment of Truth?
• Product formation – It can be defined as
putting different products and services together to form a product for the
satisfaction of customer. For e.g. Hospitality is a product formation which is
not made from a single item.
• Service brigade- Team of staffs involved in providing service
• The Moment of Truth: It is the actual time when customer interacts with service staff. It is the moment of contact when no management has control. It is the motivation, skill, tools of the service and expectation, behavior, expectation of the customer determines the quality of the service.
• Service brigade- Team of staffs involved in providing service
• The Moment of Truth: It is the actual time when customer interacts with service staff. It is the moment of contact when no management has control. It is the motivation, skill, tools of the service and expectation, behavior, expectation of the customer determines the quality of the service.
8. What is the difference between Sun lust and
Wanderlust in terms of hotel industry?
There is no much difference as both are desire to
travel. Sun lust can be defined as travelling in search of sunshine/Adventure
activities/Outdoor activities whereas wanderlust is the desire to travel far
away and too many different places to explore those places.
9. Explain: Variability and Village tourism
• Variability - Services are highly variable. The
quality of service depends upon how, when where and who provides them. Each
time customer receives different levels of satisfaction from the same level of
service; same food gives different test to different people.
• Village tourism - To utilize village and villagers for the purpose of tourism. Tourism managed and operated by villagers for the villagers. Tourism managed and operated by villagers for the villagers.
• Village tourism - To utilize village and villagers for the purpose of tourism. Tourism managed and operated by villagers for the villagers. Tourism managed and operated by villagers for the villagers.
10. How hotels can be classified?
Hotels can be classified on the basis of:
• service and supplementary
• facilities or service (Star / Crown / Diamond )
• Location.
• number of rooms,
• types of clients,
• length of stay of clients, (Star/Crown),
• economy,
• Management.
• Plan.
• Chain
• Partnership, Franchise, Marketing, and Management
• service and supplementary
• facilities or service (Star / Crown / Diamond )
• Location.
• number of rooms,
• types of clients,
• length of stay of clients, (Star/Crown),
• economy,
• Management.
• Plan.
• Chain
• Partnership, Franchise, Marketing, and Management
11. What do you understand by accommodation?
Accommodation can be defined as a place to stay
overnight. There are two types of accommodations namely serviced and non
serviced. Some of them are directly related to tourism and some of them are not
directly related to tourism but they provide overnight stay facility for the
travelers. Service accommodations provide housekeeping facility.
12. What do you understand by catering?
Catering refers to food and drinks whereas
catering industry refers to hospitality industry that provides foods, drinks
and in certain section accommodation also. Catering establishment is an
organization, which provides food with an objective to satisfy its customer. It
includes two aspects;
• one food and beverage
• Other is service.
• one food and beverage
• Other is service.
13. What are different types of accommodation?
There are two types of accommodations, which are
mentioned below:
• Service accommodation: This type of accommodation provides housekeeping service. Here service is provided to earn profit.
• Supplementary accommodation: This type of accommodation is not related to tourism and not registered as business organization also. They neither provide housekeeping facility nor they sell their service but they provide accommodation facility.
• Service accommodation: This type of accommodation provides housekeeping service. Here service is provided to earn profit.
• Supplementary accommodation: This type of accommodation is not related to tourism and not registered as business organization also. They neither provide housekeeping facility nor they sell their service but they provide accommodation facility.
14. Explain the importance of an organization?
Organization is actually a process of combining
the work of individuals or groups to fulfill a common goal of an enterprise. In
a business organization, activities carried out to earn or produce asset or
profit. It may be trade, commerce, industry or service.
15. What are the different types of rooms exist
in a hotel?
Various types of rooms in a hotel are:
• Single Room
• Double Room / Twin Room
• Triple Room
• Dormitory
• Cabana
• Studio
• Suits - Single suits, Double suits, Duplex suit, Royal Suit, Pent house
• Single Room
• Double Room / Twin Room
• Triple Room
• Dormitory
• Cabana
• Studio
• Suits - Single suits, Double suits, Duplex suit, Royal Suit, Pent house
16. What is the difference between check in and
check out?
Action of arriving and registering in a hotel is
called check in. There are various formalities, which are involved with check
in procedures i.e. allocating a room, taking guest's name, asking the guest to
sign the hotel register whereas action of leaving and paying the bill after a
stay in a hotel is called check out process. The formalities, which are
involved with check out process, are presenting the bill and making sure it is
paid, taking the room key, etc.
17. What do you mean by Concierges, Errand
Card, Image building?
• Concierges: It can be an employee of a hotel
who serves guests with duties similar to those of a butler.
• Errand Card: It is a task card, which mentions the room number, guest name, and luggage types, which is prepared by the reception and hand over to bellboy.
• Image building: Creating good picture of the hotel and representing positive image of the hotel.
• Errand Card: It is a task card, which mentions the room number, guest name, and luggage types, which is prepared by the reception and hand over to bellboy.
• Image building: Creating good picture of the hotel and representing positive image of the hotel.
18. Explain the terms in a single line In-house
guest, Personal grooming, Paging, Reference point, Scanty baggage, card.
• In-house guest: Guests who are staying in the
hotel.
• Personal grooming: It is the process of grooming the staff in a positive manner.
• Paging: It is a process of identifying and informing about a guest.
• Reference point: It is the source from where the information is received.
• Scanty baggage: This term is generally used for a guest who comes with a light luggage.
• Registration: It is one of the formalities of filling the card at the time of registration.
• Personal grooming: It is the process of grooming the staff in a positive manner.
• Paging: It is a process of identifying and informing about a guest.
• Reference point: It is the source from where the information is received.
• Scanty baggage: This term is generally used for a guest who comes with a light luggage.
• Registration: It is one of the formalities of filling the card at the time of registration.
19. Explain in your words about Channel of
communication, Skipper and Sundry Services.
• Channel of communication – It is a floe of
communication within a department.
• Skipper- This term is used for the status of a room, which indicates that a guest has left the hotel room without arranging to settle his or her account.
• Sundry Services – These are the extra services, which are provided to the guests. For e.g. message, handling of guests.
• Skipper- This term is used for the status of a room, which indicates that a guest has left the hotel room without arranging to settle his or her account.
• Sundry Services – These are the extra services, which are provided to the guests. For e.g. message, handling of guests.
20. What points are considered in hotel
industry, when selecting a candidate?
Following points are considered in a candidate:
• Hospitality knowledge
• Personal Hygiene and Grooming
• Physical attributes
• Work related attributes
• Social skill
• Hospitality knowledge
• Personal Hygiene and Grooming
• Physical attributes
• Work related attributes
• Social skill
21. What do you mean by dining? How many
different types of dining are there?
It is a place where food is serviced, so it is an
act of eating a meal. There are two types of dining:
• Pre-plated dining: Here the food is already served on the plate from the kitchen.
• Fine Dining Restaurant: Offering high class of service and facilities. It aims to provide excellent food and service in a good decor and ambience.
• Pre-plated dining: Here the food is already served on the plate from the kitchen.
• Fine Dining Restaurant: Offering high class of service and facilities. It aims to provide excellent food and service in a good decor and ambience.
22. What are the different kinds of linens used
in hotel industry?
Linen is the tablecloths, cloth napkins, moulton
and slip cloths used in a hotel. There are various kind of linens used in
hotel:
• Moulton: it is a thick fabric with lint laid on the surface of the table with pin underneath. It is absorbent, has smooth surface and is sound resistant. It is used to hold tablecloth.
• Tablecloth: These are laid over the table on top of moulton.
• Slips Cloths: These are laid over the table on top of tablecloth. Its protects tablecloth from spillage.
• Moulton: it is a thick fabric with lint laid on the surface of the table with pin underneath. It is absorbent, has smooth surface and is sound resistant. It is used to hold tablecloth.
• Tablecloth: These are laid over the table on top of moulton.
• Slips Cloths: These are laid over the table on top of tablecloth. Its protects tablecloth from spillage.
23. Explain the terms Sommelier, Spillage,
Flatware, Cutlery and Hollowware.
• Sommelier: He is the person who is in charge of
serving the wine in a restaurant.
• Spillage: A liquid falls by mistake
• Flatware: these are all forms of spoons and forks.
• Cutlery: these are the knives, and other equipments which are used for cutting
• Hollowware: These are the items made from silver or china. It is made in a way that it can hold something in it.
• Spillage: A liquid falls by mistake
• Flatware: these are all forms of spoons and forks.
• Cutlery: these are the knives, and other equipments which are used for cutting
• Hollowware: These are the items made from silver or china. It is made in a way that it can hold something in it.
24. Define: Cuisine, Pastry / Bakery, Scullery
areas
• Cuisine: It is an art of cooking, preparing
food and service.
• Pastry / Bakery: Ice cream, cakes, breads, pies, etc are the products, which are prepared in a bakery.
• Scullery areas: It is a place where cups and pots are washed and cleaned.
• Pastry / Bakery: Ice cream, cakes, breads, pies, etc are the products, which are prepared in a bakery.
• Scullery areas: It is a place where cups and pots are washed and cleaned.
25. Explain the terms Chef, Nutritive,
Proteins, Contaminated food
• Chef: Chef is a person who is in charge of
preparing food in a restaurant or a hotel.
• Nutritive: That food is necessary for the growth. Nutritive food plays a very important role in hotel industry.
• Proteins: It is that food, which is necessary for growth, maintenance, and repair of the body.
• Contaminated food: Any kind of food that is infected by bacteria, toxin, chemical substance and poison is created.
• Nutritive: That food is necessary for the growth. Nutritive food plays a very important role in hotel industry.
• Proteins: It is that food, which is necessary for growth, maintenance, and repair of the body.
• Contaminated food: Any kind of food that is infected by bacteria, toxin, chemical substance and poison is created.
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