_____________refers to management's responsibility to meet the budget.
Fill in the blank(s) with correct word
In the event of a _____________ or a _____________, victims should try to remain calm and try to establish a relationship with their captors.
Fill in the blank(s) with correct word
This first aspect of which dimension of service is concerned with ensuring that there are no bottlenecks in any part of the service system?
a. The convivial dimension
b. The procedural dimension
c. The concrete dimension
The best source for projecting operating expenses for a hotel is the financial statements of comparable hotels.
Indicate whether the statement is true or false
Martin suggests service standards need to be developed in what two areas?
a. Concrete and emotional
b. Procedural and convivial
c. Employee and management
The further the forecast from the actual event, the more difficult it is to make and the more susceptible it is to what?
a. Greater error
b. Fluctuations in demand/guest satisfaction
c. Intra-market changes
The __________________________con
sists of all of the communications between the hotel and its guests and consists of media advertising, word of mouth, merchandising, promotion, public relations, publicity, and personal selling.
Fill in the blank(s) with correct word
__________ is the extent to which employees feel continually committed to achieving the goals set by the company.
a. Clarity
b. Commitment
c. Responsibility
d. Team work
When assessing the probability of a terrorist threat, managers should keep in mind that _____________ may be more _____________ than most buildings because of how accessible they are to the public.
Fill in the blank(s) with correct word
The discount rate used in the yield capitalization process is called the direct capitalization rate.
Indicate whether the statement is true or false
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