CHI Exam
19 important questions on CHI Exam
The Golden Triangle -> represent the stakeholders
1. Owner
2. Guets
3. Staff
- Hospitality manager in the middle of the traingle
- The triangle has equal sices so there's note difference between te owner, the guests and the staff
- Satisfy all 3
Hospitality experience = where the demand meets the experience
during the process, the receiver experiences hospitality
Capitalizing on guest Value
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The external environment/operating environment
How big is a market?
Exchange is a core concept of marketing
enables people to concentrate on what they are good at
-> everything we do in marketing should ultimately read to an exchange. To measure the exchange, a transaction happens a trade of values between two paries
7 deadly sins of service
Brush off - being passed around
Coldness - lack of enthusiasm
Condescension - behaviour that is patronizing
Robotics - asking for account numbers
Rule book - following rules rather than common sense
Runaround - look at the website, fill out paperwork, make another phone call
Flat organizational structure (organic)
Few levels of management
General job descriptions
Emphasis on teams, strong focus on the client
Works best in rapidly changing environments
Tall Organizational structure (bureaucratic)
Many levels of management
Highly levels of management
Highly specialized jobs
Employees work indepently
Works best in predictable and stable environment
Formal methods of greeting
nod
hand kiss
embrace/kiss
taking off one's hat
Military salute -> only done by someone in function or who has been in function
Contract catering (managed services)
- Business to business
- Traingle reaction betweet client/customer/caterer
- on contract basis
- mostly not in public spaces
- Catering takes place in someone else's location
Environmental issues which will affect tourism in the future
- Global warming
- damage caused by visitation to sensitive areas
- climate change may elevate sea
- alternative fuels
- eco-tourism will likely grow
- consumers expect more sustainable vacation experiences
- issues of certification and compliance will grow
Three drivers of change
2. Reshaped global power structure
3. Disruptive innovation
Hub and spoke system
-> benefit: airlines can serve more cities at lower costs and they can maximize passengers from smaller cities, thereby saving fuel
Business travel declined ->
- Economic climate, terrorism, SARS, reducing budgets
Organizational oriented departments
rooms divisions
human resources
F&B
Activity oriented processes
ordering food
scheduling appointments
checking balances
Rooms management module
check in: retrieving a guests's reservation, displaying list of available rooms
Housekeeping: automatically settings rooms to dirty each night, assigning sections to specific attendants, updating room status
A counter offer
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
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- 100% sure, 100% understanding
