Question 1

A 150-room hotel employs 30 workers.What is this hotel's employee to guest ratio?

Accepted Answer

A)  1:3 
B)  1:4 
C)  1:5 
D)  1:6 
A)  1:3 
B)  1:4 
C)  1:5 
D)  1:6 B

Question 2

Which is a tactic,process,or program used by a hotel that is desired by guests but not offered by the hotel's competitors?

Accepted Answer

A)  Span of control 
B)  Empowerment 
C)  Quality service 
D)  Competitive edge 
A)  Span of control 
B)  Empowerment 
C)  Quality service 
D)  Competitive edge D

Question 3

An integral part of a hotel's corporate culture must be an emphasis on

Accepted Answer

A)  staff. 
B)  guests. 
C)  image. 
D)  profits. 
A)  staff. 
B)  guests. 
C)  image. 
D)  profits. B

Question 4

As hotel guest expectations increase,hotels can typically

Accepted Answer

A)  decrease the number of rooms they sell. 
B)  increase the number of rooms they sell. 
C)  decrease their prices. 
D)  increase their prices. 
A)  decrease the number of rooms they sell. 
B)  increase the number of rooms they sell. 
C)  decrease their prices. 
D)  increase their prices.

Question 5

Which is the initial step hotel managers take in developing and implementing a quality service system in a hotel?

Accepted Answer

A)  Train and empower staff 
B)  Implement revised systems 
C)  Consider the guest being served 
D)  Develop procedures to deliver what guests desire 
A)  Train and empower staff 
B)  Implement revised systems 
C)  Consider the guest being served 
D)  Develop procedures to deliver what guests desire

Question 6

Which answers the question "What do we want to create?

Accepted Answer

A)  Service level 
B)  Values 
C)  Culture 
D)  Vision 
A)  Service level 
B)  Values 
C)  Culture 
D)  Vision

Question 7

Moments of truth are impressions formed by hotel

Accepted Answer

A)  managers. 
B)  staff. 
C)  guests. 
D)  owners. 
A)  managers. 
B)  staff. 
C)  guests. 
D)  owners.

Question 8

Which is the final step in ensuring the consistent delivery of quality service?

Accepted Answer

A)  Train and empower staff 
B)  Implement revised systems 
C)  Consider the guest being served 
D)  Evaluate and modify service delivery systems 
A)  Train and empower staff 
B)  Implement revised systems 
C)  Consider the guest being served 
D)  Evaluate and modify service delivery systems

Question 9

A guest's perception of the relationship between what was paid for a hospitality product or service relative to what was received for the payment is called

Accepted Answer

A)  value. 
B)  service. 
C)  quality. 
D)  moment of truth. 
A)  value. 
B)  service. 
C)  quality. 
D)  moment of truth.

Question 10

Hotel owners want their guests to have

Accepted Answer

A)  as many moments of truth as possible. 
B)  as few moments of truth as possible. 
C)  as few positive moments of truth as possible. 
D)  as many positive moments of truth as possible. 
A)  as many moments of truth as possible. 
B)  as few moments of truth as possible. 
C)  as few positive moments of truth as possible. 
D)  as many positive moments of truth as possible.

Question 11

Which is a universal need of all hotel guests?

Accepted Answer

A)  Wi-Fi access 
B)  Mini-bars 
C)  Clean drinking water 
D)  In-room safes 
A)  Wi-Fi access 
B)  Mini-bars 
C)  Clean drinking water 
D)  In-room safes

Question 12

Which is the act of granting employees the authority (power)to make key decisions within their areas of responsibility?

Accepted Answer

A)  Supervising 
B)  Mentoring 
C)  Coaching 
D)  Empowering 
A)  Supervising 
B)  Mentoring 
C)  Coaching 
D)  Empowering

Question 13

Cross-functional teams are made up of hotel employees

Accepted Answer

A)  from different departments. 
B)  of different ages. 
C)  with different years of experience. 
D)  who are paid different hourly amounts. 
A)  from different departments. 
B)  of different ages. 
C)  with different years of experience. 
D)  who are paid different hourly amounts.

Question 14

Word-of-mouth advertising originates from a hotel's

Accepted Answer

A)  managers. 
B)  staff. 
C)  guests. 
D)  owners. 
A)  managers. 
B)  staff. 
C)  guests. 
D)  owners.

Question 15

When is the ideal time to address service-related concerns of a guest with the goal of identifying problems and resolving them?

Accepted Answer

A)  Before the guest checks in. 
B)  While the guest is still on the property. 
C)  Within 24 hours of the guest's departure. 
D)  Within 1 week of the guest's departure. 
A)  Before the guest checks in. 
B)  While the guest is still on the property. 
C)  Within 24 hours of the guest's departure. 
D)  Within 1 week of the guest's departure.

Question 16

Which tool clarifies how a hotel will add value for guests,employees and others?

Accepted Answer

A)  Service level 
B)  Culture 
C)  Vision 
D)  Mission 
A)  Service level 
B)  Culture 
C)  Vision 
D)  Mission

Question 17

A goal of no guest-related complaints established after guest service processes are implemented is referred to as

Accepted Answer

A)  positive reinforcement. 
B)  zero defects. 
C)  a mission statement. 
D)  corporate culture. 
A)  positive reinforcement. 
B)  zero defects. 
C)  a mission statement. 
D)  corporate culture.

Question 18

A hotel has 50 employees.In a specific time period the hotel experienced the separation of 15 employees.What was the hotel's employee turnover rate for this time period?

Accepted Answer

A)  5% 
B)  15% 
C)  30% 
D)  50% 
A)  5% 
B)  15% 
C)  30% 
D)  50%

Question 19

To best anticipate and develop service delivery processes and procedures to address them managers must consider the needs of their

Accepted Answer

A)  property owners. 
B)  guests. 
C)  supervisors. 
D)  vendors. 
A)  property owners. 
B)  guests. 
C)  supervisors. 
D)  vendors.

Question 20

Employee guest ratio is typically calculated as the number of hotel employees relative to the

Accepted Answer

A)  room revenue achieved by a hotel. 
B)  number of rooms in a hotel. 
C)  number of rooms sold in a hotel. 
D)  supervision levels in a hotel. 
A)  room revenue achieved by a hotel. 
B)  number of rooms in a hotel. 
C)  number of rooms sold in a hotel. 
D)  supervision levels in a hotel.

A 150-room hotel employs 30 workers.What is this hotel's employee to guest ratio?

Which is a tactic,process,or program used by a hotel that is desired by guests but not offered by the hotel's competitors?

An integral part of a hotel's corporate culture must be an emphasis on

As hotel guest expectations increase,hotels can typically

Which is the initial step hotel managers take in developing and implementing a quality service system in a hotel?

Which answers the question "What do we want to create?

Moments of truth are impressions formed by hotel

Which is the final step in ensuring the consistent delivery of quality service?

A guest's perception of the relationship between what was paid for a hospitality product or service relative to what was received for the payment is called

Hotel owners want their guests to have

Which is a universal need of all hotel guests?

Which is the act of granting employees the authority (power)to make key decisions within their areas of responsibility?

Cross-functional teams are made up of hotel employees

Word-of-mouth advertising originates from a hotel's

When is the ideal time to address service-related concerns of a guest with the goal of identifying problems and resolving them?

Which tool clarifies how a hotel will add value for guests,employees and others?

A goal of no guest-related complaints established after guest service processes are implemented is referred to as

A hotel has 50 employees.In a specific time period the hotel experienced the separation of 15 employees.What was the hotel's employee turnover rate for this time period?

To best anticipate and develop service delivery processes and procedures to address them managers must consider the needs of their

Employee guest ratio is typically calculated as the number of hotel employees relative to the

Overview of the Hotel Industry

The Hotel General Manager

General Managers Are Leaders

Human Resources

Accounting

Revenue Management

Sales and Marketing

The Front Office

House-Keeping

Food and Beverage

Property Operation and Maintenance

Personal Safety and Property Security

Franchise Agreements and Management Contracts

Managing in the Global Hotel Industry

Filters

Exam 2: The Guest Service Imperative

A 150-room hotel employs 30 workers.What is this hotel's employee to guest ratio?

Which is a tactic,process,or program used by a hotel that is desired by guests but not offered by the hotel's competitors?

An integral part of a hotel's corporate culture must be an emphasis on

As hotel guest expectations increase,hotels can typically

Which is the initial step hotel managers take in developing and implementing a quality service system in a hotel?

Which answers the question "What do we want to create?

Moments of truth are impressions formed by hotel

Which is the final step in ensuring the consistent delivery of quality service?

A guest's perception of the relationship between what was paid for a hospitality product or service relative to what was received for the payment is called

Hotel owners want their guests to have

Which is a universal need of all hotel guests?

Which is the act of granting employees the authority (power)to make key decisions within their areas of responsibility?

Cross-functional teams are made up of hotel employees

Word-of-mouth advertising originates from a hotel's

When is the ideal time to address service-related concerns of a guest with the goal of identifying problems and resolving them?

Which tool clarifies how a hotel will add value for guests,employees and others?

A goal of no guest-related complaints established after guest service processes are implemented is referred to as

A hotel has 50 employees.In a specific time period the hotel experienced the separation of 15 employees.What was the hotel's employee turnover rate for this time period?

To best anticipate and develop service delivery processes and procedures to address them managers must consider the needs of their

Employee guest ratio is typically calculated as the number of hotel employees relative to the

Overview of the Hotel Industry

The Hotel General Manager

General Managers Are Leaders

Human Resources

Accounting

Revenue Management

Sales and Marketing

The Front Office

House-Keeping

Food and Beverage

Property Operation and Maintenance

Personal Safety and Property Security

Franchise Agreements and Management Contracts

Managing in the Global Hotel Industry

Filters