Exam 7: Managing Guest Service

"Peer-group"hiring:

One of the difficulties with introducing empowerment is that many employees don't want it.

Good hotel managers resolve complaints without excessive costs, especially if no harm was done: Apologies are free; give away as many as needed.

Among the early problems of the ADA, was the failure of the law to define terms (such as "readily achievable"or "undue burden"), which pushed many issues into the courts.

Because of the high annual cost of mattresses, most hotels delay replacing them as long as possible.

The most successful quality guarantee program start out as advertising ideas.

Which hotel chain has won two Malcolm Baldrige Awards for quality?

Which of the following is essential for good sleep?

Hotel managers complain more about the accuracy of guest-comment cards when those cards are used for salary and promotion decisions.

If it were merely a question of dollar cost, it makes good sense (cents) to retain the worker rather than recruit a new one.

A duvet is a:

Most visually handicapped persons read Braille.

ADA:

Top sheets (third sheets) are changed along with other bedding, often daily; duvets might be changed daily, but that is unusual.

A 180 thread count, 100 threads in one direction and 80 in the other, is popular with most hotels.

The very best hotels usually dry clean traditional bedspreads every other occupant.

The term "soft goods"refers to the furniture in the hotel rooms: bed, bureau, television and the like.

When referencing their customers, retailers speak of ________; economists cite ________ ; galleries talk of ________; and hotels refer to ________:

Preparing for the complaint means:

Customer relations management (CRM) begins with employment, where "selecting"the employee is more important than "hiring"the applicant.