Exam (elaborations)
Hotel Lodging FINAL EXAM | 200 Questions and Answers 100% Verified | Updated 2024
- Course
- Institution
Hotel Lodging FINAL EXAM | 200 Questions and Answers 100% Verified | Updated 2024
[Show more]
Content preview
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.
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller StudySet. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $13.99. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
77016 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now