All else equal, the reservationist should be trained to first offer the caller a:
a. Package rate
b. Convention rate
c. Rack rate
d. Weekend rate
e. Flat rate
What does the text identify as the five types of Casino leaders who define the culture of their casinos?
What will be an ideal response?
Preparing for complaints includes recognizing the best practices for solving them since complaints often follow the same pattern within a given department.
Indicate whether the statement is true or false
Foreign exchange rates at ATMs are usually lower than those at foreign banks.
Indicate whether the statement is true or false
Which of the following has (have) a credit floor?
a. The guest
b. The hotel
c. The credit-card company
d. All of the above
e. None of the above
Describe the importance and function of organizational structure in the casino environment.
What will be an ideal response?
Explain HR's function of getting workers licensed at the casino.
What will be an ideal response?
Complaints are like the icebergs that sank the Titanic: Most are below the surface, unseen until they appear with disastrous results.
Indicate whether the statement is true or false
Elevator access to the concierge floor can be controlled through an electronic locking system.
Indicate whether the statement is true or false
Before the POS was available, employees frequently came to the front desk to collect tips that were added to guest checks in the bars and restaurants.
Indicate whether the statement is true or false
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