The hotel industry has traditionally done a poor job of what?
a. Hiring off-duty police officers
b. Preventing rapes
c. Pre-employment screening
If employees do not receive constant reinforcement, the good behavior will disappear.
Indicate whether the statement is true or false
Amenities are the number one factor for regular business travelers to select a hotel.
Indicate whether the statement is true or false
Which of these is NOT a question that Capital Hotel Management suggests should be asked regarding fixed costs?
a. Can fixed costs be integrated with non-fixed costs in a manner that would bring both down?
b. Are your property and real estate tax assessments reasonable?
c. What are the costs of existing equipment leases?
The early years of the 1950s saw a major spike in energy costs with many hotels attempting to add energy surcharges to guest bills.
Indicate whether the statement is true or false
Empathy is the ability to perform the promised service dependably and accurately.
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Given recent concerns such as SARS and terrorist attacks, ________________________ programs take on increasing importance for managers.
Fill in the blank(s) with correct word
When planning the hotel facility, a market analysis is conducted to determine the potential market. From this a mix of products and services are developed that will appeal to the market segments being sought.
Indicate whether the statement is true or false
How should employees assist security?
a. By reporting any suspicious behavior to security
b. By physically confronting a suspicious person
c. By searching guest's luggage for suspicious items and reporting them
The employee/management relationship focuses on building guest loyalty and establishing a strong reputation.
Indicate whether the statement is true or false
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