Deck 11: Managing Hospitality

Question 1

Hospitality can be defined as which of the following?

A) a very subjective concept
B) the generous and cordial provision of services to a guest
C) a very "iffy" happening in our hotels
D) useful in providing continued financial growth

Answer 1

the generous and cordial provision of services to a guest

Question 2

Hospitality is important to which of the following?

A) guests
B) hotel owners
C) both A and B
D) front office managers
E) none of the above

Answer 2

both A and B

Question 3

A financial commitment on the part of management is an essential part to the success of a service management program.

Answer 3

True

Question 4

Component(s) of a service strategy statement include which of the following?

A) commitment from top-level ownership and management that service is a top priority in the company
B) commitment to develop and to administer a service management program
C) commitment to train employees to deliver service efficiently
D) commitment of financial resources to develop incentives for the employees who deliver the services
E) all of the above

Question 5

It is not necessary to include employees in the planning stages of a service management program.

Question 6

Studying the cycle of service in the lodging industry encompasses which of the following?

A) the services the guest will receive
B) highlight the inefficiencies built into the system
C) an effort that is best left to the marketing and sales department
D) both A and B
E) both A and C

Question 7

When the guest comes in contact with a hotel service it is referred to as which of the following?

A) disaster
B) moment of truth
C) employee buy in concept
D) a challenge
E) none of the above

Question 8

The last four feet was a term used to highlight which of the following concepts?

A) moment of truth
B) guest cycle
C) employee buy in concept
D) a carpenter's dream
E) all of the above

Question 9

Employees should be screened for positive traits that express their ability to deliver hospitality.

Question 10

Employees can be trained to deliver hospitality.