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QHT710S - QUALITY MGT IN HOSPITALITY AND TOURSIM - 2ND OPP - JULY 2023 |
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nAmlBIA unlVERSITY
OF SCIEn CE Ano TECHn OLOGY
FACULTY OF COMMERCE, HUMAN SCIENCES AND EDUCATION
DEPARTMENT OF HOSPITALITY AND TOURISM
QUALIFICATION: BACHELOR OF HOSPITALITY MANAGEMENT, BACHELOR OF TOURISM,
INNOVATION AND DEVELOPMENT, BACHELOR OF CULINARY ARTS
QUALIFICATION CODE: 07BHOM,
07BTID, 07BCNA
LEVEL: 7
COURSE CODE: QHT71OS
COURSE NAME: QUALITY MANAGEMENT IN
HOSPITALITYAND TOURISM
SESSION: JULY 2023
DURATION: 2 HOURS
PAPER: THEORY (PAPER 1)
MARKS: 100
SECOND OPPORTUNITY EXAMINATION QUESTION PAPER
EXAMINER(S) DR. S. AUALA
MODERATOR: MS. R. GITAU
INSTRUCTIONS
1. Answer FIVE questions ONLY.
2. Read all the questions carefully before answering.
3. Number the answers clearly
THIS QUESTION PAPER CONSISTS OF _2_ PAGES (Including this front page)
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Question 1
(20 Marks)
Kotler and Kettler (2007) defined quality service management in the tourism and
hospitality industry referring to service characteristics. What is your perspective on the
definitions of quality service management? Refer to the service characteristics in your
argument with practical examples.
Question 2
(20 Marks)
People interacting with guests are to make a difference in how customers feel about the
value and quality of the experience. Outline a detailed plan on how you will empower
your employees to provide excellent service delivery at a five-star hotel.
Question 3
(20 Marks)
Discuss the mechanism used for quality recognition in the tourism and hospitality
services. In your discussion, elaborate further on the challenges of classification of
hospitality establishments in Namibia.
Question 4
(20 Marks)
Discussthe impact of technology innovation on quality service delivery in the tourism
and hospitality sector. In your discussion, provide at least four examples of some of
these technologies.
Question 5
(20 Marks)
Bruce Laval of the Walt Disney Company came up with the term "Guestology". What is
your perspective of the practice of guestology in the tourism and hospitality sector. Start
your argument by first explaining the term with practical examples.
Question 6
(20 Marks)
Parasuraman, Zeithml, and Berry (1998) introduced a service quality model. Discussthe
dimensions of this model and apply it to the NUSTHotel School.