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QHT710S - QUALITY MANAGEMENT IN HOSPITALITY AND TOURISM - 2ND OPP - JULY 2022 |
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nAml BIA UnlVERSITY
OF SCIEnCE AnDTECHnOLOGY
Facultyof ManagemenStciences
Department of Hospitality and Tourism
BeethovenStreet
Private BagB388
Windhoek
NAMIBIA
T: +264612072093
F: f264 61 207 9093
E: dht@nust.na
W: www.nust.na
QUALIFICATION: BACHELOROFTOURISM INNOVATION AND DEVELOPMENT/BACHELOROF HOSPITALITY
MANAGEMENT/BACHALOROF CURLINARYARTS
QUALIFICATIONCODE: 07BTID/07BMN/07BCNA
LEVEL: 7
COURSE: QUALITYMANAGEMENT IN HOSPITALITYAND
TOURISM
COURSECODE:QHT710S
EXAMINATION
SESSION2
DATE: JULY2022
DURATION: 2 HOURS
MARKS: 100
EXAMINATION PAPER
EXAMINER: Dr W. Muhoho-Minni
MODERATOR: Rosemary Gitau
THIS EXAMINATION PAPERCONSISTSOF 4 PAGES
(INCLUDING THIS FRONT PAGE)
PERMISSIBLEMATERIALS
1. NONE
INSTRUCTIONS
1.
Answer all questions.
2.
Read all the questions carefully before answering.
3.
Marks for each question are indicated at the end of each question.
4.
Please ensure that your writing is legible, neat, and presentable.
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QUESTION 1
1.1 Discussthe challenges of providing high quality service in the tourism and hospitality industry
= 8marks
1.2. Using examples from Namibia, give brief explanations of the challenges
= 12marks
20 Total Marks
QUESTION2
Drawing from the from the tourism and hospitality industry and using concrete examples, critically discuss
the four characteristics of service giving
4x5 = 20 Marks
QUESTION3
Differentiate between the following terms and provide examples:
3.1. Customers' view of service and operations' view of service
3.2. Internal and external customers
3.3. Inputs and outputs
3.4. Intangibility and inseparability characteristics of the tourism industry
4x5 = 20 marks
QUESTION4
Evaluate the reasons that led to the growing importance of skills and techniques in service design for service
quality in the tourism and hospitality industry
5x4=20 Marks
QUESTION5
Identify and explain 5 of the 8 principles of quality management.
5x4 = 20 marks
Total Marks 100
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