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Hotel Lodging FINAL EXAM | 200 Questions and Answers 100% Verified | Updated 2024
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Hotel Lodging FINAL EXAM | 200 Questions and Answers 100% Verified | Updated 2024
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Hotel Lodging FINAL EXAM | 200 Questionsand Answers 100% Verified | Updated 2024
A guest's perception of the relationship between what was paid for a hospitality
product or service relative to what was received for the payment is called -
ANSWER value.
Which answers the question "What do we want to create? - ANSWER Vision.
Which is the act of granting employees the authority (power) to make key
decisions within their areas of responsibility? - ANSWER Empowering.
Which tool clarifies how a hotel will add value for guests, employees and others? -
ANSWER Mission.
Which is a universal need of all hotel guests? - ANSWER Clean drinking water.
Employee guest ratio is typically calculated as the number of hotel employees
relative to the - ANSWER number of rooms sold in a hotel.
As hotel guest expectations increase, hotels can typically - ANSWER increase
their prices.
A 150-room hotel employs 30 workers. What is this hotel's employee to guest
ratio? - ANSWER 1:5
,Which is a tactic, process, or program used by a hotel that is desired by guests but
not offered by the hotel's competitors? - ANSWER Competitive edge.
Which is the initial step hotel managers take in developing and implementing a
quality service system in a hotel? - ANSWER Consider the guest being served.
Cross-functional teams are made up of hotel employees - ANSWER from
different departments.
When they engage in benchmarking hotel managers seek to find - ANSWER
best industry practices.
Which is the final step in ensuring the consistent delivery of quality service? -
ANSWER Evaluate and modify service delivery systems.
Moments of truth are impressions formed by hotel - ANSWER guests.
Word-of-mouth advertising originates from a hotel's - ANSWER guests.
What is true about word of mouth advertising? - ANSWER It can be positive or
negative.
A goal of no guest-related complaints established after guest service processes are
implemented is referred to as - ANSWER zero defects.
, Service recovery tactics are used when a guest - ANSWER provides negative
feedback during a current visit to a hotel.
When is the ideal time to address service-related concerns of a guest with the
goal of identifying problems and resolving them? - ANSWER While the guest is
still on the property.
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? - ANSWER 30%
A hotel has 400 rooms available to sell on Monday night. The hotel forecasts 360
rooms will be sold that night. What is the hotel's occupancy forecast for Monday
night? - ANSWER 90%
For any specific date, a hotel's availability forecast identifies the - ANSWER
number of hotel rooms remaining to be sold.
A hotel has 500 rooms available for sale. For Monday night the hotel's occupancy
forecast is 60%. What is the number of rooms the hotel has available to sell for
Monday night? - ANSWER 200.
What information would be entered in the "Guest Tracking" data field when a
guest makes a room reservation? - ANSWER The type of guest (e.g. leisure or
business).
Which room sales are most often made through the efforts of a hotel's front-office
staff? - ANSWER Transient.
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