Moments of truth are impressions formed by hotel
A) managers.
B) staff.
C) guests.
D) owners.
As hotel guest expectations increase, hotels can typically
A) decrease the number of rooms they sell.
B) increase the number of rooms they sell.
C) decrease their prices.
D) increase their prices.
Which is a universal need of all hotel guests?
A) Wi-Fi access
B) Mini-bars
C) Clean drinking water
D) In-room safes
Employee guest ratio is typically calculated as the number of hotel employees relative to the
A) room revenue achieved by a hotel.
B) number of rooms in a hotel.
C) number of rooms sold in a hotel.
D) supervision levels in a hotel.
A 150-room hotel employs 30 workers. What is this hotel's employee to guest ratio?
A) 1:3
B) 1:4
C) 1:5
D) 1:6
To best anticipate and develop service delivery processes and procedures to address them managers must consider the needs of their
A) property owners.
B) guests.
C) supervisors.
D) vendors.
Which tool clarifies how a hotel will add value for guests, employees and others?
A) Service level
B) Culture
C) Vision
D) Mission
Which is the act of granting employees the authority (power) to make key decisions within their areas of responsibility?
A) Supervising
B) Mentoring
C) Coaching
D) Empowering
Which answers the question What do we want to create?
A) Service level
B) Values
C) Culture
D) Vision
An integral part of a hotel's corporate culture must be an emphasis on
A) staff.
B) guests.
C) image.
D) profits.
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