A goal of no guest-related complaints established after guest service processes are implemented is referred to as
A) positive reinforcement.
B) zero defects.
C) a mission statement.
D) corporate culture.
What is true about word of mouth advertising?
A) It is neither positive nor negative.
B) It can be positive or negative.
C) It is always positive.
D) It is always negative.
Hotel owners want their guests to have
A) as many moments of truth as possible.
B) as few moments of truth as possible.
C) as few positive moments of truth as possible.
D) as many positive moments of truth as possible.
Word-of-mouth advertising originates from a hotel's
A) managers.
B) staff.
C) guests.
D) owners.
Which is the formula managers use to calculate their employee turnover rate?
A) Number of Employees Separated ( ) Number of Employees in the Workforce
B) Number of Employees Separated ( ) Number of Employees in the Workforce
C) Number of Employees Separated ( + ) Number of Employees in the Workforce
D) Number of Employees Separated ( - ) Number of Employees in the Workforce
Which is the final step in ensuring the consistent delivery of quality service?
A) Train and empower staff
B) Implement revised systems
C) Consider the guest being served
D) Evaluate and modify service delivery systems
When they engage in benchmarking hotel managers seek to find
A) new customers.
B) cost cutting techniques.
C) best industry practices.
D) high-quality employees.
Cross-functional teams are made up of hotel employees
A) from different departments.
B) of different ages.
C) with different years of experience.
D) who are paid different hourly amounts.
Which is the initial step hotel managers take in developing and implementing a quality service system in a hotel?
A) Train and empower staff
B) Implement revised systems
C) Consider the guest being served
D) Develop procedures to deliver what guests desire
Which is a tactic, process, or program used by a hotel that is desired by guests but not offered by the hotel's competitors?
A) Span of control
B) Empowerment
C) Quality service
D) Competitive edge
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