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CSH620S - CUSTOMER SERVICE IN HOSPITALITY - 2ND OPP - JAN 2020 |
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NAMIBIA UNIVERSITY
OF SCIENCE AND TECHNOLOGY
FACULTY OF MANAGEMENT SCIENCES
DEPARTMENT OF HOSPITALITY & TOURISM
QUALIFICATION: BACHELOR OF HOSPITALITY
QUALIFICATION CODE: O0O7BHMN
LEVEL: 7
COURSE CODE: CSH 620S
COURSE NAME: CUSTOMER SERVICE IN HOSPITALITY
SESSION: JAN 2020
DURATION: 2 HOURS
PAPER: THEORY
MARKS: 100
SECOND OPPORTUNITY QUESTION PAPER
EXAMINER(S) | MR. G. CLOETE
MODERATOR; | DR. W. MUHOHO
INSTRUCTIONS
1. Answer ALL the questions.
2. Write clearly and neatly.
3. Number the answers clearly.
PERMISSIBLE MATERIALS
1. Examination Paper
2. Examination Script
THIS QUESTION PAPER CONSISTS OF 3 PAGES (Including front page)
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Question 1
Explain the term “Heterogeneity”
(3 Marks)
Question 2
Briefly discuss the “Six Pillars” of Customer Service.
(6 Marks)
Question 3
Customer satisfaction is vital in Hospitality & Tourism. Explain how “Customer Satisfaction”
can be measured. Any ten!
(10 Marks)
Question 4
Service being intangible has two dimensions. Briefly discuss!
(10 Marks)
Question 5
Briefly discuss the purpose of measuring and managing performance!
(6 Marks)
Question 6
Illustrate and briefly discuss the Service Package!
(10 Marks)
Question 7
(Including 2 Marks for sketch)
Written Communication is of utmost importance especially when dealing with customers.
Discuss the factors that need to be dealt with thoroughly when considering communicating to
guest especially written communication. Any Ten.
(10 Marks)
Question 8
Briefly deliberate on the Implications of Simultaneous Production and Consumption.
(8 Marks)
Question 9
Teamwork plays a vital role in the success on organisations. Briefly discuss the benefits of
teamwork.
(8 Marks)
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Question 10
Explain the three major stages of an economic evolution using Namibia as an example.
(9 Marks)
Question 11
Involving the customer in the service process can support a competitive strategy of cost
leadership. Give 3 examples how the customer can be involved in the service process of a
hotel with the goal of cost reduction.
(10 Marks)
Question 12
Illustrate and discuss the Process Service Matrix
(10Marks)
Good Luck!
(2 Points each)
[100 Marks]
The End
[100]