Class 10 Elective Travel Tourism and Hospitality Chapter 1 Customer-centric Services Question answer to each chapter is provided in the list so that you can easily browse throughout different chapters SEBA Class 10 Elective Travel Tourism and Hospitality Chapter 1 Customer-centric Services Notes PDF and select need one.
Class 10 Elective Travel Tourism and Hospitality Chapter 1 Customer-centric Services
Also, you can read the SCERT book online in these sections Solutions by Expert Teachers as per SCERT (CBSE) Book guidelines. These solutions are part of SCERT All Subject Solutions. Here we have given Assam Board Class 10 Elective Travel Tourism and Hospitality Chapter 1 Customer-centric Services Solutions for All Subject, You can practice these here.
Customer-centric Services
Chapter – 1
A. Match the columbs.
| A | B |
| (a) Hotels in the premium segment | (i) Chhole – Bhature |
| (b) core hospitality product | (ii) star rated |
| (c) North Indians like to eat | (iii) social Functions |
| (d) sources of revenue in hospitality bussiness | (iv) Hotel Rooms |
Ans:
| A | B |
|---|---|
| (a) Hotels in the premium segment | (ii) star rated |
| (b) core hospitality product | (iv) Hotel Rooms |
| (c) North Indians like to eat | (i) Chhole – Bhature |
| (d) sources of revenue in hospitality bussiness | (iii) social Functions |
B. Subjective Questions:
1. Explain how a hospitality professional interacts with the customer.
Ans: The hospitality professional interacts with the customer are mentioned below:
(i) The hotel or restaurant manager can meet the customers, ask questions about satisfaction, quality, etc., and request for suggestions.
(ii) The manager can also offer rewards.
(iii) The hospitality firm can keep in touch with the customer through letter, email or social media.
(iv) The hospitality firm can also take feedback over telephone.
2. Describe various methods of sales.
Ans: (i) Penetrating the existing market.
(ii) Developing new markets.
(iii) High profit margins.
(iv) High market share.
(v) Excellent customer services.
(vi) Focus on customer satisfaction.
(vii) High sales volume.
3. Explain customer review and their uses in product sales.
Ans: Customer reviews influence the purchasing decisions since it boosts their trust in the business. Customer reviews in marketing are a form of social proof. According to the social proof psychology principle, when people are uncertain, they will seek guidance from others.
4. Describe customer loyalty and how its help in respeat business.
Ans: Hospitality industry faces cut throat competition. Thus, it is easier for the companies to focus on retaining existing customers to increase their sales, rather than attracting new ones. A good customer relationship manager is a customer’s delight. In turn, delighted customers remain loyal to the company and its products. The focus is to maintain a long-term customer relationship or Customer Lifetime Value (CLV) cycle, rather than on single transactions. The benefits of continued patronage of loyal customers are reduced marketing costs, decreased price sensitivity of loyal customers, and repeat partnership activities of loyal customers. For long-term success, hospitality companies try to build a base of loyal customers who will provide repeat business and influence other potential customers. This requires systematic planning. For example, a popular fast food chain launching a loyalty programme into its smartphone app for the customers.
5. What are gust complaints? What its type and the handing procedure of gust complaints.
Ans: When guests are dissatisfied with some services and express their unhappiness to employees, the company can get the feedback and take corrective measures.
Types of guests’ complaints:
(i) Mechanical complaints are related to malfunctioning or non-functioning of systems and equipment, such as, television, geyser, etc.
(ii) Behaviour complaints are related to staff behaviour, when a guest feels insulted by a rude or tactless hotel staff personnel.
(iii) Service related complaints regarding the services provided, like delay in check-in, room service, etc.
(iv) Unusual complaints are related to unusual demands like a lack of spa, lack of gymnasium, etc.
Handling guests’ complaints:
Hospitality is a service-centric industry, so the front desk staff are expected to always be ready to handle guests’ complaints tactfully. They must try to resolve the problems immediately and appease the customer. The staff should always keep certain guidelines in mind, when handling guest complaints.
Some of the general guidelines are given below:
(i) Listen with concern and empathy.
(ii) Stay calm. Don’t argue with the guest.
(iii) Be aware of the guest’s self-esteem. Exhibit personal involvement in the problem.
(iv) Try to address the guest by their name frequently.
(v) Take the guest away from crowd, if possible, so that other guests don’t overhear their concerns.
(vi) Explain to the guest what best can be done in the given circumstances. Offer choices, if available.Do not promise what is impossible, and do not go beyond your purview.
(vii) Give the customer an approximate time for completion of corrective actions towards resolving his complaint.
(viii) Monitor the progress of the corrective action.
(ix) Follow up and inform the guest to ensure that the problem was resolved satisfactorily.
(x) If a problem cannot be solved, the front desk staff should admit to this early and call the superior.
A. Match the columbs.
| A | B |
| (a) Hotels in the premium segment | (i) Chhole – Bhature |
| (b) core hospitality product | (ii) star rated |
| (c) North Indians like to eat | (iii) social Functions |
| (d) sources of revenue in hospitality bussiness | (iv) Hotel Rooms |
Ans:
| A | B |
|---|---|
| (a) Hotels in the premium segment | (ii) star rated |
| (b) core hospitality product | (iv) Hotel Rooms |
| (c) North Indians like to eat | (i) Chhole – Bhature |
| (d) sources of revenue in hospitality bussiness | (iii) social Functions |
B. Subjective Questions:
1. Explain how a hospitality professional interacts with the customer.
Ans: The hospitality professional interacts with the customer are mentioned below:
(i) The hotel or restaurant manager can meet the customers, ask questions about satisfaction, quality, etc., and request for suggestions.
(ii) The manager can also offer rewards.
(iii) The hospitality firm can keep in touch with the customer through letter, email or social media.
(iv) The hospitality firm can also take feedback over telephone.
2. Describe various methods of sales.
Ans: (i) Penetrating the existing market.
(ii) Developing new markets.
(iii) High profit margins.
(iv) High market share.
(v) Excellent customer services.
(vi) Focus on customer satisfaction.
(vii) High sales volume.
3. Explain customer review and their uses in product sales.
Ans: customer reviews influence the purchasing decisions since it boosts their trust in the business. Customer reviews in marketing are a form of social proof. According to the social proof psychology principle, when people are uncertain, they will seek guidance from others.
4. Describe customer loyalty and how its help in respeat business.
Ans: Hospitality industry faces cut throat competition. Thus, it is easier for the companies to focus on retaining existing customers to increase their sales, rather than attracting new ones. A good customer relationship manager is a customer’s delight. In turn, delighted customers remain loyal to the company and its products. The focus is to maintain a long-term customer relationship or Customer Lifetime Value (CLV) cycle, rather than on single transactions. The benefits of continued patronage of loyal customers are reduced marketing costs, decreased price sensitivity of loyal customers, and repeat partnership activities of loyal customers. For long-term success, hospitality companies try to build a base of loyal customers who will provide repeat business and influence other potential customers. This requires systematic planning. For example, a popular fast food chain launching a loyalty programme into its smartphone app for the customers.
5. What are gust complaints? What its type and the handing procedure of gust complaints.
Ans: When guests are dissatisfied with some services and express their unhappiness to employees, the company can get the feedback and take corrective measures.
Types of guests’ complaints:
(i) Mechanical complaints are related to malfunctioning or non-functioning of systems and equipment, such as, television, geyser, etc.
(ii) Behaviour complaints are related to staff behaviour, when a guest feels insulted by a rude or tactless hotel staff personnel.
(iii) Service related complaints regarding the services provided, like delay in check-in, room service, etc.
(iv) Unusual complaints are related to unusual demands like a lack of spa, lack of gymnasium, etc.
Handling guests’ complaints:
Hospitality is a service-centric industry, so the front desk staff are expected to always be ready to handle guests’ complaints tactfully. They must try to resolve the problems immediately and appease the customer. The staff should always keep certain guidelines in mind, when handling guest complaints.
Some of the general guidelines are given below:
(i) Listen with concern and empathy.
(ii) Stay calm. Don’t argue with the guest.
(iii) Be aware of the guest’s self-esteem. Exhibit personal involvement in the problem.
(iv) Try to address the guest by their name frequently.
(v) Take the guest away from crowd, if possible, so that other guests don’t overhear their concerns.
(vi) Explain to the guest what best can be done in the given circumstances. Offer choices, if available.Do not promise what is impossible, and do not go beyond your purview.
(vii) Give the customer an approximate time for completion of corrective actions towards resolving his complaint.
(viii) Monitor the progress of the corrective action.
(ix) Follow up and inform the guest to ensure that the problem was resolved satisfactorily.
(x) If a problem cannot be solved, the front desk staff should admit to this early and call the superior.
Check Your Progress.
A. State ‘True’ or ‘False’.
1. For long-term profitability, hospitality firms focus on Customer Relationship Management (CRM).
Ans: True.
2. Customer profile is not necessary for hospitality firms.
Ans: False.
3. Some hotels think taking customer feedback is a waste of time.
Ans: False.
4. Employees of all companies must be trained and re-trained continuously.
Ans: True.
B. Subjective Questions:
1. Describe customer satisfaction.
Ans: Customer satisfaction refers to a product or service meeting a customer’s expectations. If the product performance falls short of a customer’s expectations, the buyer is dissatisfied; if it matches the expectations, the buyer is satisfied; and if it exceeds expectations, the buyer is delighted.
Price is the money charged for a good or service and is the only way to earn revenue for any company. For example, a hotel charges room rent or restaurant charges for offering its food and beverages. Revenue comes from customers so it is important to understand who your customers are. This helps define what makes your organisation unique compared to others in the industry.
Therefore, to create an accurate customer profile, it’s very important for successful marketing of your hotel or resort to know clearly which type(s) of customers you wish to target or reach. Thus, all the established big brand hotel and resort groups position their hotels and resorts according to their customers’ needs and profile. These big groups mostly categorise their properties in all or some of the four segments: luxury, premium, mid-market and economy. The hotels in the different segments are named differently from the main brand and function as wholly owned subsidiaries of the company. Thus, for example, the ITC group of hotels have classified their hotels under four distinct brands. The first brand, ‛The Luxury Collection’ comprises the luxury hotels, the second brand named as ‛WelcomGroup Hotels’ comprises the five star hotels. The third, ‛Fortune Hotels’ operate mid-market to upscale properties in the first class, full-service business hotel segment all over India. The fourth, ‛WelcomHeritage’ brings together a chain of palaces, forts, havelis and resorts, offering a unique experience.
2. Discuss how to retain a good customer.
Ans: Fairly, and with respect. A satisfied customer will not only remain loyal but will also recommend to others. When a hospitality organisation keeps profit as primary and customer satisfaction as secondary, it will not only have very low repeat business but will also have a very poor market image.
A successful hospitality organisation understands that profit is the result of running a business well rather than its sole purpose. A satisfied customer will pay a fair price for the product and this fair price includes a fair profit for the organisation.
3. Write the job profile of a F&B personnel.
Ans: A Food and Beverage Assistant, or Food Server is responsible for serving food and assisting with catering duties at banquets, buffets and events. Their duties include assisting with food preparation in the kitchen, keeping buffets fully stocked with fresh dishes and clearing away dirty plates and cutlery.
4. Define brand value of a product. How can the brand value of a product and service can be enhanced?
Ans: Brand value is the monetary worth of your brand, if you were to sell it. If your company were to merge or be bought out by another business, and they wanted to use your name, logo, and brand identity to sell products or services, your brand value would be the amount they would pay you for that right.
To maintain and enhance brand image, businesses need to deliver on brand promises through various customer touchpoints consistently. This includes ensuring high-quality products, providing exceptional customer service, and crafting compelling brand messaging.
5. Write short notes on:
(a) Sales policy and sale strategy.
Ans: A sales strategy is a detailed plan that guides sales teams on how to sell products or services and attract new customers encompassing sales goals, processes, product positioning, and team structure, and includes clear steps for selling effectively and hitting sales goals.
(b) Customer centric market survey.
Ans: Creating a customer-centric market survey involves designing questions and a structure that focuses on understanding the needs, preferences, and behaviors of customers.
Session 1.
A. Match the columbs.
| A | B |
| (a) Hotels in the premium segment | (i) Chhole – Bhature |
| (b) core hospitality product | (ii) star rated |
| (c) North Indians like to eat | (iii) social Functions |
| (d) sources of revenue in hospitality bussiness | (iv) Hotel Rooms |
Ans:
| A | B |
|---|---|
| (a) Hotels in the premium segment | (ii) star rated |
| (b) core hospitality product | (iv) Hotel Rooms |
| (c) North Indians like to eat | (i) Chhole – Bhature |
| (d) sources of revenue in hospitality bussiness | (iii) social Functions |
B. Subjective Questions:
1. Explain how a hospitality professional interacts with the customer.
Ans: The hospitality professional interacts with the customer are mentioned below:
(i) The hotel or restaurant manager can meet the customers, ask questions about satisfaction, quality, etc., and request for suggestions.
(ii) The manager can also offer rewards.
(iii) The hospitality firm can keep in touch with the customer through letter, email or social media.
(iv) The hospitality firm can also take feedback over telephone.
2. Describe various methods of sales.
Ans: (i) Penetrating the existing market.
(ii) Developing new markets.
(iii) High profit margins.
(iv) High market share.
(v) Excellent customer services.
(vi) Focus on customer satisfaction.
(vii) High sales volume.
3. Explain customer review and their uses in product sales.
Ans: Customer reviews influence the purchasing decisions since it boosts their trust in the business. Customer reviews in marketing are a form of social proof. According to the social proof psychology principle, when people are uncertain, they will seek guidance from others.
4. Describe customer loyalty and how its help in repeat business.
Ans: Hospitality industry faces cut throat competition. Thus, it is easier for the companies to focus on retaining existing customers to increase their sales, rather than attracting new ones. A good customer relationship manager is a customer’s delight. In turn, delighted customers remain loyal to the company and its products. The focus is to maintain a long-term customer relationship or Customer Lifetime Value (CLV) cycle, rather than on single transactions. The benefits of continued patronage of loyal customers are reduced marketing costs, decreased price sensitivity of loyal customers, and repeat partnership activities of loyal customers. For long-term success, hospitality companies try to build a base of loyal customers who will provide repeat business and influence other potential customers. This requires systematic planning. For example, a popular fast food chain launching a loyalty programme into its smartphone app for the customers.
5. What are gust complaints? What its type and the handing procedure of gust complaints.
Aans: When guests are dissatisfied with some services and express their unhappiness to employees, the company can get the feedback and take corrective measures.
Types of guests’ complaints:
(i) Mechanical complaints are related to malfunctioning or non-functioning of systems and equipment, such as, television, geyser, etc.
(ii) Behaviour complaints are related to staff behaviour, when a guest feels insulted by a rude or tactless hotel staff personnel.
(iii) Service related complaints regarding the services provided, like delay in check-in, room service, etc.
(iv) Unusual complaints are related to unusual demands like a lack of spa, lack of gymnasium, etc.
Handling guests’ complaints:
Hospitality is a service-centric industry, so the front desk staff are expected to always be ready to handle guests’ complaints tactfully. They must try to resolve the problems immediately and appease the customer. The staff should always keep certain guidelines in mind, when handling guest complaints.
Some of the general guidelines are given below:
(i) Listen with concern and empathy.
(ii) Stay calm. Don’t argue with the guest.
(iii) Be aware of the guest’s self-esteem. Exhibit personal involvement in the problem.
(iv) Try to address the guest by their name frequently.
(v) Take the guest away from crowd, if possible, so that other guests don’t overhear their concerns.
(vi) Explain to the guest what best can be done in the given circumstances. Offer choices, if available.Do not promise what is impossible, and do not go beyond your purview.
(vii) Give the customer an approximate time for completion of corrective actions towards resolving his complaint.
(viii) Monitor the progress of the corrective action.
(ix) Follow up and inform the guest to ensure that the problem was resolved satisfactorily.
(x) If a problem cannot be solved, the front desk staff should admit to this early and call the superior.
Session 2.
Check yours progress.
A. State ‘True’ or ‘False’.
1. Market- based pricing in the best way to set the room rent.
Ans: False.
2. Cheek -in and cheak – out time is generally 12 moon in most commercial hotels.
Ans: True.
3. Health spa is an example of a core product.
Ans: False.
4. Market research is a tool to determine what a consumer needs.
Ans: True.
5. Hospitality product and services cannot be stood.
Ans: True.
B. Match the columns:
| A | B |
| (a) Hotel | (i) Cheak -in |
| (b) Facilitating product | (ii) Core product |
| (c) Hotel Taj Mahal | (iii) McDonald’s |
| (d) Fast food | (iv) Mumbai |
Ans:
| A | B |
| (a) Hotel | (ii) Core product |
| (b) Facilitating product | (i) Cheak -in |
| (c) Hotel Taj Mahal | (iv) Mumbai |
| (d) Fast food | (iii) McDonald’s |
C. Subjective Questions:
1. Describe the characteristics of hospitality products.
Ans: Their are four characteristic oh hospitality products are mentioned below:
(i) Intangibility: Unlike physical products of hospitality, services cannot be seen, tasted, felt, heard, or smelled before they are purchased. And hospitality being largely service oriented, intangibility is a major factor affecting it.
(ii) Inseparability: In most hospitality products and services, both the service provider and the customer must be present for the transaction to occur.
(iii) Variability: Hospitality products and services are highly variable. Their quality depends on who provides them and where they are provided.
(iv) Perishability: Some hospitality products and services cannot be stored because of their shelf-life.
2. Explain the process involved in product development.
Ans: The process involved in products development are mentioned below:
(i) Idea Generation (Ideation): This is the brainstorming stage where creativity shines. You and your team will come up with new product ideas to address a market need or improve upon existing products.
(ii) Product Development & Design: Based on testing results, you’ll iterate and refine your product design. This involves aspects like engineering, user experience design, and finalizing the manufacturing process.
(iii) Aim of sales In the hospitality industry, the aims and objectives of sales may include:
(a) Developing new markets.
(b) High sales volume.
(c) High profit margins.
(d) High market share.
(e) Excellent customer services.
(f) Focus on customer satisfaction.
(g) Penetrating the existing market.
3. Describe briefly product improvement and enhancement.
Ans: Product improvement involves modifications and improvements to the existing product by way of quality, size, and design to give the product a new look. This also helps to compete with other producers of the same product. Such enhancement and improvement involves longterm planning and adjustment in the product line to realise the objective efficiently and economically. The enhancement of any product quality and brand value depends on three major factors-
(i) Product innovation.
(ii) Product development improvement.
(iii) Product differentiation.
Session 3.
Check your progress:
A state “true” or “False”.
1. For long- term profitability, hospitality firms focus on customers relationship management (CRM).
Ans: True.
2. Customer profile is not necessary for hospitality firms.
Ans: False.
3. Some hotels thinks customers feedbacks is a waste of times.
Ans: True.
4. Employees of all complaints must be trained and re-trained continuously.
Ans: True.
B. Subjective Questions:
1. Describe customers satisfaction.
Ans: (i) Product placement.
(ii) Arrangement of products.
2. Discuss how to retain a good customer.
Ans: There are six type retain a goood customers are mentioned below:
(i) Build Customer Loyalty Through Shared Values
Frequently Ask for Feedback.
(ii) Get Customers Excited About a Change Or the Decision Not To.
(iii) Treat Customers As Humans, Not Data.
(iv) Be Easy To Understand.
(v) Provide Quick Delivery Options.
(vi) Make Returns and Refunds Easy and Reasonable.
3. Write the job profile of a F&B personnel.
Ans: Meet and greet guests and develop a personal guest database to ensure continued patronage. Schedule staff rotations and duties and organize extra hands when required. Ensure the safety and hygiene of the restaurant. Coordinate with the chef for menu offers and operational coordination.
4. Write the steps to introduction new products inb the markets.
Ans: Introduction is when a product is introduced in the market. This stage is characterised by a slow sales growth or low sales rate as the product is just introduced in the market. During this time, profit is secondary as the company that has invested heavily is looking for customer views or reviews.
(i) Define Your Target Audience and know how to reach them.
(ii) Know The Problem You’re Solving.
(iii) Understand The Buying Journey.
(iv) Secure Your Online Identity.
(v) Validate Your Product.
(vi) Know Your Competition And Be Different.
(vii) Lay Out A Comprehensive Strategic Plan.
(viii) Create Brand Voice Guidelines.
5. Write a short note on:
(a) Customers satisfaction.
Ans: Customer satisfaction refers to a product or service meeting a customer’s expectations. If the product performance falls short of a customer’s expectations, the buyer is dissatisfied; if it matches the expectations, the buyer is satisfied; and if it exceeds expectations, the buyer is delighted.
Price is the money charged for a good or service and is the only way to earn revenue for any company. For example, a hotel charges room rent or restaurant charges for offering its food and beverages. Revenue comes from customers so it is important to understand who your customers are. This helps define what makes your organisation unique compared to others in the industry.
Therefore, to create an accurate customer profile, it’s very important for successful marketing of your hotel or resort to know clearly which type(s) of customers you wish to target or reach. Thus, all the established big brand hotel and resort groups position their hotels and resorts according to their customers’ needs and profile. These big groups mostly categorise their properties in all or some of the four segments: luxury, premium, mid-market and economy. The hotels in the different segments are named differently from the main brand and function as wholly owned subsidiaries of the company. Thus, for example, the ITC group of hotels have classified their hotels under four distinct brands. The first brand, ‛The Luxury Collection’ comprises the luxury hotels, the second brand named as ‛WelcomGroup Hotels’ comprises the five star hotels. The third, ‛Fortune Hotels’ operate mid-market to upscale properties in the first class, full-service business hotel segment all over India. The fourth, ‛WelcomHeritage’ brings together a chain of palaces, forts, havelis and resorts, offering a unique experience.
(b) Sales Promotion in the hospitality industry.
Ans: Sales Promotion in the hospitality industry are mentioned below:
(i) Put service first: Prompt and efficient service can definitely improve first-time experience of the customer. Be sure your servers are guiding new diners to the dishes you are known for and those that are particularly good at bringing people back. Also be sure servers promote specials, seasonal menu changes or a specific wine or cocktail. Keeping connected with your customers and informing them of special offers and events through social media, telephone, etc., go a long way in bringing in repeat customers.
(ii) Smart menu planning: Identify the ‘signature’ items that diners are most likely to associate with your establishment as unique and include them in your regular menu. Make sure your servers provide feedback about which dishes get the most positive feedback from customers to higher authorities personally or or at staff meetings. Then have the servers promote the most winning dishes to first time guests.
(iii) Reward customers for their loyalty: Loyalty cannot be bought, it has to be earned. Once you’ve created a great dining experience and won the guests over with signature food and drink options, it’s time to offer your customers something special. So, get to know your diners and custom-tailor your loyalty offerings to suit their likes and dislikes. Use the loyalty programme to retain your most valued customers. This could include vouchers, discounts, gifts/mementos, etc.
