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QHT710S - QUALITY MANAGEMENT IN HOSPITALITY AND TOURISM - 1ST OPP - JUNE 2024 |
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n Am I BI A u n IVER s I TY
OF SCIEnCE Ano TECHn OLOGY
FACULTYOF COMMERCE, HUMAN SCIENCESAND EDUCATION
DEPARTMENTOF HOSPITALITYAND TOURISM
QUALIFICATION: BACHELOR OF HOSPITALITY MANAGEMENT, BACHELOR OF TOURISM
INNOVATION AND DEVELOPMENT, BACHELOR OF CULINARY ARTS
QUALIFICATIONCODE: 07BHOM, 07BTID,
07BCNA
LEVEL: 7
COURSECODE: QHT71OS
COURSENAME: QUALITY MANAGEMENT IN
HOSPITALITY AND TOURISM
SESSION:JUNE 2024
DURATION: 2 HOURS
PAPER:THEORY (PAPER 1)
MARKS: 100
FIRSTOPPORTUNITYEXAMINATION QUESTION PAPER
EXAMINER(S) DR. S. AUALA
MODERATOR: MS. R. GITAU
INSTRUCTIONS
1. Answer FIVE questions.
2. Read all the questions carefully before answering.
3. Number the answers clearly
THIS QUESTION PAPERCONSISTSOF _2_ PAGES(Including this front page)
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Question 1
[20 Marks]
Parasuraman, Zeithaml, and Berry {1994) are among the most recognized researchers in service
quality. They came up with a tool to measure service quality as a management approach to
quality management. Draw up a customer survey to assess customer satisfaction at Avani
Windhoek Hotel and Casino by applying the Parasuraman et al. {1994) model.
Question 2
[20 Marks]
Employees play a crucial role in Total Quality Management {TQM) in hospitality and tourism.
Elaborate further on how you as a general manager of Windhoek Country Club will go about
empowering your employees to offer quality service and mention some of these benefits as
outlined by Reve (2023).
Question 3
[20 Marks]
Critique the various online review platforms used in the tourism and hospitality industry to
assess customer satisfaction. Provide examples of these online review platforms and your
perspective on how they are being managed by tourism and hospitality businesses.
Furthermore, what are your recommendations to tourism and hospitality businessesin Namibia
on the use of these platforms to manage quality?
Question 4
[20 Marks]
In the current 5th Industrial Revolution (SIR)humans and machineswork synergistically. Discuss
how this has an impact on quality service delivery in the hospitality and tourism industry. In
your argument, provide examples of some of these technologies and how you foresee them
revolutionizing the hospitality and tourism sector in Namibia.
Question 5
[20 Marks]
The scholar Jasmina Grzinic (2007) argues that to ensure the quality expected by today's
customers/tourists we need to differentiate two aspects of quality in general with particular
attention to hospitality and tourism. Discussthese two aspectsof quality in detail and how they
contribute to Total Quality Management (TQM) and apply them to the hospitality and tourism
sector.