When GMs participate in charity events and fundraisers held at their hotels they are primarily working in the area of
A) investor relations.
B) community relations.
C) property management.
D) brand affiliation management.
Which area of management most requires GMs to work with their hotels' accounting staff?
A) Planning
B) Organizing
C) Staffing/Directing
D) Controlling/Evaluating
Who would most likely be a member of a hotel's EOC?
A) Room attendant
B) Guest service agent
C) Franchise brand manager
D) Food and beverage director
The term FF&E refers to furniture, fixtures and
A) electricity.
B) equipment.
C) engineering.
D) environment.
Which is the first step in the management process?
A) Planning
B) Organizing
C) Staffing/Directing
D) Controlling/Evaluating
A hotel has 50 employees. In a specific time period the hotel experienced the separation of 15 employees. What was the hotel's employee turnover rate for this time period?
A) 5
B) 15
C) 30
D) 50
Which describes the formal communication between a hotel's GM and those who own the hotel?
A) Investor relations
B) Standards modeling
C) Brand management
D) Property management
When is the ideal time to address service-related concerns of a guest with the goal of identifying problems and resolving them?
A) Before the guest checks in.
B) While the guest is still on the property.
C) Within 24 hours of the guest's departure.
D) Within 1 week of the guest's departure.
Service recovery tactics are used when a guest
A) experiences high quality service levels.
B) provides negative feedback during a current visit to a hotel.
C) provides positive feedback during a current visit to a hotel.
D) experiences a positive moment of truth.
Employer of choice refers to the concept that a hotel is the preferred place of employment in the community for applicants
A) with little chance of finding a job.
B) who have alternative employment opportunities.
C) with extensive industry experience.
D) who have minimal industry experience.
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