A traveling band, church or boy-scout group traveling together is a good example of a single-entity group.
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If guests are unable to distinguish one hotel property from another, the product that innkeepers sell becomes a commodity and price becomes the major determinant of the purchase.
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Guests can access their bills by means of:
a. In-room televisions
b. Terminals
c. Under-the-door deliveries
d. Guest-service agents
e. All of the above
The same guest holds different expectations about the service to be received because the type, plan, rate and size of every hotel differs.
Indicate whether the statement is true or false
The author tells a story in this chapter about an old-time casino boss who fell victim to superstition and:
a. Fired a dealer he did not like because he did not like his clothes
b. Actually cut a deck of cards in half with a machete when upset
c. Threw out a bad roulette wheel like a Frisbee
d. Sawed a crap table that was not profitable in half
e. Knocked on a wood table every hour when passing in front of the tables
Yield management systems for the lodging industry:
a. Were adopted from the airline industry
b. Improve overall room cleaning time (yield)
c. Increase room rates as occupancy falls
d. Apply to individual reservations and not to group business
e. All of the above
The guest ledger is also called the:
a. Room-rate ledger
b. Front-office ledger
c. Registration ledger
d. Visitor accounts
e. Both b and d
Telephone department became profitable after federal deregulation and have remained so ever since.
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Direct billing means the credit-card company is billed manually (by mail) rather than electronically.
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Describe the shift in casinos to team management and corporate culture.
What will be an ideal response?
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