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Customer Relations Past Paper 2

The document outlines an examination for a course in Customer Relations within the Department of Hospitality Management, dated January 19, 2022. It includes various questions that require definitions, explanations, and essay responses related to customer service, service culture, and customer expectations in the hospitality industry. The exam emphasizes the importance of customer relations and effective communication in achieving hotel success.

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18 views2 pages

Customer Relations Past Paper 2

The document outlines an examination for a course in Customer Relations within the Department of Hospitality Management, dated January 19, 2022. It includes various questions that require definitions, explanations, and essay responses related to customer service, service culture, and customer expectations in the hospitality industry. The exam emphasizes the importance of customer relations and effective communication in achieving hotel success.

Uploaded by

kalimbavanessa39
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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DEPARTMENT OF HOSPITALITY MANAGEMENT

CUSTOMER RELATIONS (BCUL 1203)

Date: Wednesday, 19th January, 2022 Time allowed: 1 hour 30 mins

Instruction: Answer all questions

1.Define the following terms:


a.Customer service
b.Service culture
c.Internal customers (6 marks)

2.Clearly explain five (5) reasons why customer relations should be at the heart of every hotel
that aspires for success. (10 marks)

3.“In a hotel, an effective service culture motivates employees to put customers first”.
a.State the main goal of service culture (1 mark)
b.Why should hotel management focus on establishing and maintaining service culture
amongst all employees? Provide five (5) reasons. (5 marks)
c.How does effective communication help in creating a service culture in the hotel?
(3 marks)

4.Outline five (5) common service expectations that customers usually have whenever they
patronize a food and beverage establishment. (5 marks)
5.In an essay format, describe any four (4) sources that hospitality firms can use to
create value for their customers. (10 marks)

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