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QHT710S - QUALITY MANAGEMENT IN HOSPITALITY AND TOURISM - 2ND OPP - JULY 2025 |
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n Am I BI A u n IVER s I TY
OF SCIEnCE AnDTECHnOLOGY
School of Commerce, Human Sciences and Education
Department of Hospitality and Tourism
QUALIFICATION: BACHELOR OF TOURISM INNOVATION AND DEVELOPMENT/
BACHELOR OF HOSPITALITY MANAGEMENT/ BACHELOR OF CULINARY ART
QUALIFICATION CODE:
LEVEL:7
07BTID/07BMN/07BCNA
COURSE: QUALITY MANAGEMENT IN
COURSE CODE: QHT710S
HOSPITALITY AND TOURISM
EXAMINATION
SESSION 2
DATE: JULY 2025
PAPER: THEORY (PAPER 2)
DURATION: 2 HOURS
MARKS: 100
SECOND OPPORTUNITY EXAMINATION QUESTION PAPER
EXAMINER(S)
DR. ELSIEVEZEMBURUKA HINDJOU
MODERATOR
MRS ROSEMARY GITAU
INSTRUCTIONS:
1. Answer all questions
2. Read all the questions carefully before answering.
3. Number the answers clearly
4. Marks for each question are indicated accordingly.
5. Please ensure that your writing is legible, neat, and presentable
6. Additional material is not allowed.
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Question 1
(20 Marks)
Swakopmund a popular tourist destination in Namibia experienced a natural disaster,
leading to cancellations and negative international media coverage. The Namibia
Tourism Board [NTB] wants to rebuild visitor confidence and ensure service quality
after the crisis.
A) Identify any 5 key challenges in maintaining quality service after a crisis? (5 Marks)
B) Briefly outline a recovery plan to restore visitors' confidence and tourism
operations.
(15 Marks)
Question 2
(20 Marks)
Critically examine the challenges faced by hospitality businesses in implementing
Total Quality Management (TQM). Discuss solutions for overcoming these challenges.
Question 3
(20 Marks)
Discuss the role of smart tourism technologies (e.g., loT-enabled hotels, digital
booking platforms, virtual travel experiences) in quality management. How can
Namibia's hospitality industry integrate these innovations to enhance
competitiveness in the global market?
Question 4
{20 Marks)
"In the hospitality and tourism industry, maintaining high service standards is crucial
for customer satisfaction and business success." Discuss the five key dimensions that
influence guest perceptions of service quality in a hotel or tourism establishment.
Provide real-world examples of how businesses can improve customer experience
based on these dimensions.
[5x4=20 Marks]
Question 5
Differentiate between the following terms and provide examples
5.1. Customer satisfaction and customer expectation
5.2. Customer loyalty and customer retention
(20 Marks)
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5.3. Quality assurance and quality service
5.4. Intangibility and inseparability characteristics of the tourism industry
5.5. Employee empowerment and employee involvement
[5x4= 20 Marks]
[End of Exam Paper]
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