Exam 7: Managing Guest Service

TQM never permits criticism of a bad decision, but stresses, rather, a proactive approach that aims to avoid errors.

The best type of quality guarantee is an open-ended one, where the hotel guarantees the guest complete satisfaction.

Which of the following issues should NOT be part of hotel training?

TQM gets more attention from management when the economic cycle is up and the operating company has more money to use on the concept.

Among the "new"additions to the American guest room is/are:

TQM (Total Quality Management):

Round and round we go, because empowering employees reduces the need for supervisors and reducing the need for supervisors requires employees to make more decisions.

Comforters with duvet covers are replacing the more traditional bedspreads in many hotels.

Although different hotel companies use different names and stress different issues, the focus of all QA programs is hiring, training, delegating and rewarding employees.

"Customers are always right"is so true in fact that every complaint requires the hotel to make some type of adjustment.

Identify one complaint that guests will frequently register with the guest-service agent at the front desk, and offer a best-practice response that management has prepared in anticipation of the complaint.

The dollar costs of unresolved complaints can be calculated quite accurately by using the dollar values that are part of the "Moments of Truth."

Complaints are like the icebergs that sank the Titanic: Most are below the surface, unseen until they appear with disastrous results.

The ADA is a federal law that followed and explained much of the original OSHA legislation.

How would you resolve this complaint: Power on the room TV went off for 30 minutes after the guest had paid for a film on HBO?

Shortening - almost reducing - the size of the vanity that holds all the bath amenities makes the bathroom look cleaner.

Empowerment gives the workforce authority to act in some areas that had previously been management's responsibility.

Hotels are no different from manufacturing: The quality of both products can be monitored, measured and quantified.

Minor, in-room repairs often go unreported by the room housekeeper because the English form for doing so does not make sense to a foreign-speaking attendant.

Because few guests actually return to the same hotel, modern management theory leaves complaints slide by rather than spending time and money to resolve them.