Q1 Discuss the definition of service quality using the two variables of P's and E's.

Q2 How have the services and products of the hospitality industry changed to meet the changing demands of its customers over the years?

Q3 Describe and discuss four impacts on a business when a strategy of professional service operations management is a focus a company's operation.

Q4 What is meant by ADR and RevPAR and what do they have to do with occupancy percentage?

 Q5 What is meant by the acronym MICE? Why does the hospitality industry love MICE?

Q6 Describe the logic of larger portions in the restaurant business, i.e. how can larger portions be good for the bottom line of the income statement.

Q7 What is meant by the term "flag" in the hotel business? What does the flag represent to potential guests of a hotel company?

Q8 Describe the paradigm of the upside-down pyramid in the design of service management procedures.

Q9 Describe the sector of the hospitality business called managed services and why companies make the decision to outsource food services.

Q10 Describe four components of a hotel management contract.