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1. Strayer-University HTM 150 Homework
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HTM 150 Week 6 Quiz
• Question1
The organizationsometimesletsguestsco-produce theirownexperience
• Question2
Involvingguestsinservice deliveryusuallyhaslittle if anyimpacton
• Question3
In decidinghowmuchof a role the guestshouldplayinco-producinganexperience,
• Question4
Whichof the followingisNOTpart of the three-stepstrategyformanagingquasi-employees
recommendedbyBenjaminSchneiderandDavidBowen?
• Question5
Thinkingof guestsasquasi-employeesmeansthatthe hospitality organizationmust

2. • Question6
The more ________ guestsare regardingthe organization,the more qualifiedtheyare to
provide technical feedback.
• Question7
A guestcan helpco-create anotherguest’sexperience by
• Question8
Whichof the followingisthe MOST SERIOUS disadvantage of guestco-productionforthe organization?
• Question9
If “firing”a guestbecomesnecessary,the organizationshould
• Question10
Whena guestoffersthe organizationfeedbackaboutthe service experience,he/sheisactingasa
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3. HTM 150 Week 7 Discussion1
"Service Standards"Pleaserespondtothe following:
• Imagine youare in the planningphase of establishingaservice deliverysystemforafive-star
restaurant.Create one service quality standardforthisrestaurantthatcouldalsobe usedinother
industriesotherthanhospitality.Ensure the standardmeetsthe “SMART”criteria.Explainyour
reasoningbehindthe service standardyoucreate.
• Describe anexperience youhadinan industry otherthanhospitalitythatmetyourexpectations.
Applya service qualitystandardfromyourexperience toanarea withinthe hospitalityindustry.
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Discussion-1-Service-Standar-27171
HTM 150 Week 7 Discussion2
"Planning"Please respondtothe following:
• Identifyaplanningtechnique usedinanon-hospitalityindustrythatwouldalsobe valuable in
the hospitalityindustryforplanningaservice deliverysystem.Explainyourreasoningforyourdecision.
• A majorfunctionof planningaservice deliverysystemistopreventproblems.Applyabeneficial
preventionstrategyortool usedinanon-hospitalityindustrytoanarea withinthe hospitalityindustry.
Provide anexplanationwithyourresponse
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HTM 150 Week 7 Quiz 4

4. • Question1
The organizationsometimesletsguestsco-produce theirownexperience
• Question2
Involvingguestsinservice deliveryusuallyhaslittle if anyimpacton
• Question3
In decidinghowmuchof a role the guestshouldplayinco-producinganexperience,
• Question4
Whichof the following isNOTpart of the three-stepstrategyformanagingquasi-employees
recommendedbyBenjaminSchneiderandDavidBowen?
• Question5
Thinkingof guestsasquasi-employeesmeansthatthe hospitalityorganizationmust
• Question6
The more ________ guestsare regardingthe organization,the more qualifiedtheyare toprovide
technical feedback.

5. • Question7
A guestcan helpco-create anotherguest’sexperience by
• Question8
Whichof the followingisthe MOST SERIOUS disadvantage of guestco-productionforthe organization?
• Question9
If “firing”a guestbecomesnecessary,the organizationshould
• Question10
Whena guestoffersthe organizationfeedbackaboutthe service experience,he/sheisactingasa
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Question-1-The-or-27175
HTM 150 Week 8 Discussion1
"WaitingforService"Please respondtothe following:
• Thinkaboutan experiencewhere youhave waitedinaline orqueue foran extendedperiodof
time.Discussyourperceptionsof the waitinline andhow youfeltaboutthe waittime.

6. • The more value the customerreceivesorexpectsfromthe service,the more patientlythe
customerwill wait.Suggestmethodsanairline coulduse toincrease acustomer’sperceptionof the
value of the service theyreceive atanairportcheck-indesk. Provideexampleswithyourresponse.
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Service-Please-re-31952
HTM 150 Week 8 Discussion2
"AssessingQualityService"Please respondtothe following:
• Reviewthe differenttypesof techniquesguestsuse toassessservice qualityaftertheir
experience foundinTable 12-3inChapter12 of your textbook.Choosethe besttechnique formeasuring
hotel service qualitystandardsandcreate three tofive questionsforcustomerstoanswerusingthe
technique youchoose.Explainyourreasoningbehindyourdecisions.
• From the e-Activity,review eachof the commentcardsand describe the typesof questions
asked.Make improvementstothe commentcardsinorderfor the customersto provide abetter
assessmentof the organizations’service quality.Provide anexplanationof the improvementsyoumake.
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HTM 150 Week 8 Quiz 6
• Question1
Basic PERT diagramsconsistof

7. • Question2
Whichof the followingisNOTone of the manyplanningtechniquesavailable?
• Question3
The poka-yoke isa
• Question4
Whichof the followingisNOTa type of inspectionasdistinguishedbythe developerof poka-yokes?
• Question5
One approach to achievingoutstandingservice is
• Question6
Whichof the followingisNOTan example of asimulation?
• Question7
Whichof the followingisNOTan advantage of cross-functionalprojectandmatrix?

8. • Question8
A critical pathis critical inPERT/CPMbecause
• Question9
Contact poka-yokes
• Question10
The three managementprocessesdefinedbythe JuranTrilogyare
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HTM 150 Week 8 Assignment 2
ProvidingQualityService
A positive guestexperience ismainlythe resultof guestswhohave positive encountersandinteractions
withemployeeswhoprovide the utmostqualityservice.Basedonthe hospitalityindustryyouchose in
Assignment1,identifymethods,strategies,andtoolsthisindustryusestodeliverthe “wow”factorand
enhance the guestexperience.
Write a five tosix (5-6) page paperin whichyou:
1. Describe howthe industryinvolvesthe guestinordertoprovide qualityservice.

9. 2. Summarize two(2) service standardsthe industryusestomeetcustomerexpectations.
3. Recommendone (1) “wow”elementthe industrycouldapplytoeachof the two (2) service
standardsinorder to make the guest’sexperience more memorable.
4. Recommendatleastone (1) way the industrycouldbetterprovide informationtoitsguests.
5. Use at leasttwo(2) qualityacademicresourcesinthisassignment.Note:Wikipediaandother
Websitesdonotqualityasacademicresources.
Your assignmentmustfollowthese formattingrequirements:
• Be typed,double spaced,usingTimesNewRomanfont(size 12),withone-inchmarginsonall
sides;referencesmustfollowAPA orschool-specificformat.Checkwithyourprofessorforany
additional instructions.
• Include acover page containingthe title of the assignment,the student’sname,the professor’s
name,the course title,andthe date.The cover page and the reference page are notincludedinthe
requiredpage length.
The specificcourse learningoutcomesassociatedwiththisassignmentare:
• Explainthe typical service expectationsof customersandthe behaviorsassociatedwith
providingthese services.
• Applyservice qualitystandardsusedinotherindustriestothe hospitalityindustry.
• Synthesize customerperceptionsintoserviceperformance standards.
• Assessandimplementqualitystandardsasa “turnaroundstrategy.”
• Use technologyandinformationresourcestoresearchissuesinqualityservice assurance.
• Write clearlyandconciselyaboutqualityservice assurance usingproperwritingmechanics.
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10. HTM 150 Week 9 Discussion1
"Service Failure"Pleaserespondtothe following:
• Describe leadershipandmanagementpracticesthatcanenhance an employee’sservicewhen
the employee isfixingaservice failure.Provide anexamplewith youranswer.
• Most service failurescanbe fixed.Identifyaservice failure inanytype of hospitality
organizationthatmaynot be able to be fixed.Determine whatthe organizationwoulddointhis
situation.
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Failure-Please-respon-31970
HTM 150 Week 9 Discussion2
"Service Failure Recovery"Please respondtothe following:
• Identifythree methods,techniques,tools,orstrategiesmanagerscanuse to recoverfroma
service failure.
• Recall an experience whenyouwere eithersatisfiedordissatisfiedwithhow anorganization
handledyourcomplaintdue toa service failure.Describehow youwouldhave likedthe situation
resolvedandhowitdiffersfromwhatactuallyhappenedatthe time.
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Failure-Recovery-Plea-31979
HTM 150 Week 9 Quiz 7

11. • Question1
The more ______ the customerreceivesorexpectstoreceive fromthe service,the more patientlythe
customerwill wait.
• Question2
Whichstatementbestdescribesthe typical guest’sresponsetowaiting?
• Question3
Whichof the followingisNOTone of the fourfactorswhichplannersshouldtryto provide customers
withwhenchoosingaqueue type fora givensituation?
• Question4
Whichof the followingisNOTa factor plannersmustpredicttomanage lines?
• Question5
Whichof the followingisNOTtrue aboutmanagingthe perception of the wait?
• Question6
Accordingto the text,whichline type dogueststendtoprefer?
• Question7
At a hotel,longlinespile upatcheck-inandcheck-outeachday.What isthe beststrategyforhandling
those lines?

12. • Question8
Whencapacity isthe besttrade-off forboththe guestand the facility,thisiscalleda
• Question9
If time and moneypermit,whichstrategyfordealingwithlarge crowdsof guestsispreferable?
• Question10
Whichstatementbestdescribesanothertypical guest’sperceptionof waits?
• Question11
What do methodsandtechniquesformonitoringandassessingthe qualityof the serviceexperience
beingdeliveredNOTdependon?
• Question12
Whichof the followingisNOTan advantage of jobperformance standards?
• Question13
The besttime to findoutabout service failuresis

13. • Question14
The bestevaluatorsare
• Question15
Whichevaluationtechnique ismore apttoreveal guestssmokinginano-smokingsection?
• Question16
SERVQUALmeasuresthe waycustomersperceive the qualityof the service experiencesinwhichfive
categories?
• Question17
Focusgroups are veryhelpful in
.
• Question18
Whichof the followingisamajor advantage of mysteryshoppers?
• Question19
An advantage of a mail surveyis

14. • Question20
SERVQUALis
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Question-1-The-mo-31980
HTM 150 Week 10 Discussion1
"QualityStandards"Please respondtothe following:
• Assessqualityservice standardsandchoose one thatmayhave the mostimpacton a struggling
hospitalityorganization.Provide anexplanationforyourchoice.
• Recall an experience inahospitalitysettingwhere youencounteredthe verybestservice anda
true reflectionof qualitycustomerservice.Describehow youwouldpassthisexperience ontoyour
friendsandfamilytoensure thisestablishmentgainsmore business.
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HTM 150 Week 10 Discussion2
"The Ways to Wow" Please respondtothe following:
• Analyze twokeydriversthathospitalityindustriesuse to differentiatethe guestexperienceand
give itsome “wow”.Explainhowthese driverscanenhance the guestexperience.
• Choosingthe rightpeople forthe jobisan importantpartof staffingahospitalityorganization.
Identifyfivequalitiesyouwouldwantrestaurant,hotel,ortheme parkemployeestohave.

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Discussion-2-The-Ways-to-Wo-31984
HTM 150 Week 11 Discussion1
"Course Recap"Please respondtothe following:
• Take a positiononthisstatement:Hospitalityorganizationsare obligatedtoprovide quality
service.Providearationale withyourresponse.
• Ponderthisstatement:“Itbegins –and ends – withthe guest.”In yourown words,describe
whatthis statementmeanstoyou.
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Discussion-1-Course-Recap-33353
HTM 150 Week 11 Discussion2
"LookingForward"Please respondtothe following:
• Discusshowthe service industrymaychange inthe next10 to 20 yearsin termsof delivering
qualityservice toitscustomers.
• Propose one service innovationthatmayenhance the qualityof the foodservice industry inthe
nearfuture.Provide anexplanationwithyourresponse.
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