25 hotel management interview questions and answers

          

Hotel Management interview questions and answers


Part 1   Part 2   Part 3   Part 4   Part 5   Part 6

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?

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

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

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.

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.

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.

Part 1   Part 2   Part 3   Part 4   Part 5   Part 6

Write your comment - Share Knowledge and Experience


 
Home | Want a Job? Submit Key Skills | Employer login | My key skills | About us | Sitemap | Contact us