Chtm 0024: Public Relations And Customer Care Question Paper
Chtm 0024: Public Relations And Customer Care
Course:Certificate In Hospitality And Tourism Management
Institution: Chuka University question papers
Exam Year:2013
CHUKA
UNIVERSITY
UNIVERSITY EXAMINATIONS
FIRST YEAR EXAMINATION FOR THE AWARD OF CERTIFICATE IN HOSPITALITY AND TOURISM MANAGEMENT
CHTM 0024: PUBLIC RELATIONS AND CUSTOMER CARE
STREAMS: CHTM YISI TIME: 2 HOURS
DAY/DATE: TUESDAY 23/4/2013 8.30 AM – 10.30 AM
INSTRUCTIONS:
ANSWER ANY QUESTIO IN SECTION A AND ANY OTHER TWO QUESTIONS IN SECTION B.
SECTION A:
1. Define Public Relations and explain its Origin. [4 Marks]
2. Outline the responsibilities Customer Care Manager in the Hospitality industry.
[6 Marks]
3. Outline four responsibilities of a Hotel Public Relations Manager. [4 Marks]
4. Briefly explain six advantages of an in house Public relations department in Hospitality Industry. [5 Marks]
5. Using relevant example explain four characteristics of news. [4 Marks]
6. Describe the components of customer’s service as practiced in the tourism industry.
[6 Marks]
SECTION B:
7. (a) Explain factors to consider in order to achieving an effective Corporate Identity in
Hospitality. [10 Marks]
(b) Describe the dimension of service quality used to determine the customer
satisfaction in restaurant business. [10 Marks]
8. (a) Describe the methods of improving service quality in hospitality and tourism.
[10 Marks]
(b) Define the term public relations consultancy and explain four disadvantages of
public relations consultancy. [10 Marks]
9. (a) Broadly explain the characteristics of services offered in the Tourism Industry.
[10 Marks]
(b) Describe the essential parts which a tourism Public relations practitioner need to
know about a media house before publishing for their information. [10 Marks]
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