Question

HADM 3800 (Hospitality Quality)

1. At Baptist Health Care, one of their cultures is a “no secrets” environment which refers to:

a.            Employees are accountable for actions and results

b.            Bad news is shared along with the good

c.             Their vision is shared by all employees

d.            None of the above

2. in the days following Schultz’s announcement all communications concerning his return referred to the strategic initiatives he has conceived in Hawaii. These were: improve the current state of Starbucks retail business in global market, reignite attachment in the premium brand, and make short-term change to the foundation of the business.

1. True
2. False

3. Which of the following is NOT in the Ten Rules for “Fanatics” at Rackspace Hosting?

a.            Always put the customer first

b.            Quality is defined by both our customers and employees

c.             Be reliable

d.            Great service is a team effort

4. which of the following is NOT an integrated approach that Oberoi used to exploit full potential of human resources?

1. Job design
2. Training employees
3. Focusing on work
4. Performance management

5. The Oberoi Hotels provided all of the amenities and resources their employees required to manage their lives outside of working hours. Which of the following is the result of this practice?

1. High quality of service
2. Low turnover rate
3. High loss of revenue
4. All of the above

6. Schultz’s second initiative, to deepen customers’ emotion attachment to Starbucks, was more abstract. Its execution depended on bringing excite product innovations to customers as well as improving the Starbucks Experience.

1. True
2. False

7. which of the following is not included in the four steps to ensure that employees maintain high standards for quality and service excellence?

1. Coworker evaluation
2. Rigorous employee selection
3. Employee orientation and training
4. Continuous coaching

Answer 1

1) b

The bad and good news must be shared together to avoid secrecy

2) False

There was no push to make changes to foundation of the business in the short term

3) b

Customers should be given top most priority, have reliable service and have team work. All these are very critical

4) c

By focusing on work alone, it is not possible to exploit full potential