When an employee spends time correcting errors, the result does not effect the hotel. (True or false?)

False  when an employee spends time correcting errors, the result is a loss of productivity

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 followed by assurance  the ability of employees to convey trust and confidence. Responsiveness was followed by tangibles and empathy. Guests have high expectations for reliability and assurance. It appears that they are dissatisfiers rather than satisfiers  that is, people are unhappy if they are absent but not happy if they are present.

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FALSE

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Maintenance activities are performed by an outside firm

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A staffing guide links forecasted business and productivity standards to determine the number of employees needed at each hour of the day. Its use is critical to establishing control of labor cost.

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Operating profit and real estate appreciation

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Many contemporary managers have idealized models in their imagination akin to the heroic manager: the conquering leader who rescues helpless, disorganized employees from all problems and leaves only when all has been accomplished by his or her own courage, intelligence, and skill. The helpless subordinates continue with their mundane tasks until another problem arises and the hero returns. It is the feeling of control over themselves, but primarily over others, that creates this vision. When crises arise at work and tough decisions are called for, many managers feel responsible for knowing what the problem is, developing the solution, and exerting control over the situation. When managers perceive their employees to be helpless and incapable and take full control, they elicit reciprocal behavior from their employees. Subordinates retreat to a defense of their narrow interests as managers exert complete control.

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It is a method of gathering information for a group of 10 or so people to express their feelings about various aspects of the operation. These can be very general or specific, and can help managers understand the motives and intentions of many customers.

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TRUE

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:
a . Check out procedures that are easy to understand.
b. The front desk is visually appealing.
c. The employees have clean, neat uniforms.
d. The guest rooms are comfortable and inviting.
e. The guest room furnishings meet guests' needs.
f. The guestroom is quiet.
g. The mechanical/electrical equipment is modern.
h. Room service offers a good variety of menu items.
i. Room service serves food at a satisfactory temperature.
j. The restaurants are inviting.
k. The shops are pleasant and attractive.
l. Written materials provided throughout the hotel are visually inviting.
m. The facilities meet guests' needs.
n. The outdoor surroundings are visually attractive.
o. The hotel is bright and well lighted.
p. Furnishings throughout the hotel are appealing.
q. The hotel is adequately maintained.
r. The hotel is clean and uncluttered..

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