SECTION A

$(40$ Marks$)$

There are FOUR $(4)$ questions in this section. Answer ALL questions in the answer booklet.

Outline the advantages and disadvantages of franchising. Using examples, illustrate how a

hotel might come to choose this strategy in preference to another.

$(10$ Marks$)$

Explain how internal customer service can affect the quality of external customer service in

a hotel setting.

$(10$ Marks$)$

Summarize the potential usefulness of technology in a hotel, both internally and externally.

$(10$ Marks$)$

Discuss the relationship between service loyalty and customer loyalty at a hotel. $(10$ Marks$)$