Deck 2: The Guest Service Imperative

Question 1

Hotel owners want their guests to have

A) as many moments of truth as possible.
B) as few moments of truth as possible.
C) as few positive moments of truth as possible.
D) as many positive moments of truth as possible.

Answer 1

D

Question 2

When they engage in benchmarking hotel managers seek to find

A) new customers.
B) cost cutting techniques.
C) best industry practices.
D) high-quality employees.

Answer 2

C

Question 3

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

A) value.
B) service.
C) quality.
D) moment of truth.

Answer 3

A

Question 4

Which tool clarifies how a hotel will add value for guests,employees and others?

A) Service level
B) Culture
C) Vision
D) Mission

Question 5

Which is the act of granting employees the authority (power)to make key decisions within their areas of responsibility?

A) Supervising
B) Mentoring
C) Coaching
D) Empowering

Question 6

Which is a universal need of all hotel guests?

A) Wi-Fi access
B) Mini-bars
C) Clean drinking water
D) In-room safes

Question 7

Which is a tactic,process,or program used by a hotel that is desired by guests but not offered by the hotel's competitors?

A) Span of control
B) Empowerment
C) Quality service
D) Competitive edge

Question 8

Word-of-mouth advertising originates from a hotel's

A) managers.
B) staff.
C) guests.
D) owners.

Question 9

An integral part of a hotel's corporate culture must be an emphasis on

A) staff.
B) guests.
C) image.
D) profits.

Question 10

To best anticipate and develop service delivery processes and procedures to address them managers must consider the needs of their

A) property owners.
B) guests.
C) supervisors.
D) vendors.

Question 11

Which answers the question "What do we want to create?

A) Service level
B) Values
C) Culture
D) Vision

Question 12

Moments of truth are impressions formed by hotel

A) managers.
B) staff.
C) guests.
D) owners.

Question 13

Which is the initial step hotel managers take in developing and implementing a quality service system in a hotel?

A) Train and empower staff
B) Implement revised systems
C) Consider the guest being served
D) Develop procedures to deliver what guests desire

Question 14

A goal of no guest-related complaints established after guest service processes are implemented is referred to as

A) positive reinforcement.
B) zero defects.
C) a mission statement.
D) corporate culture.

Question 15

A 150-room hotel employs 30 workers.What is this hotel's employee to guest ratio?

A) 1:3
B) 1:4
C) 1:5
D) 1:6

Question 16

Which is the final step in ensuring the consistent delivery of quality service?

A) Train and empower staff
B) Implement revised systems
C) Consider the guest being served
D) Evaluate and modify service delivery systems

Question 17

What is true about word of mouth advertising?

A) It is neither positive nor negative.
B) It can be positive or negative.
C) It is always positive.
D) It is always negative.

Question 18

Employee guest ratio is typically calculated as the number of hotel employees relative to the

A) room revenue achieved by a hotel.
B) number of rooms in a hotel.
C) number of rooms sold in a hotel.
D) supervision levels in a hotel.

Question 19

As hotel guest expectations increase,hotels can typically

A) decrease the number of rooms they sell.
B) increase the number of rooms they sell.
C) decrease their prices.
D) increase their prices.

Question 20

Cross-functional teams are made up of hotel employees

A) from different departments.
B) of different ages.
C) with different years of experience.
D) who are paid different hourly amounts.

Question 21

Which is the formula managers use to calculate their employee turnover rate?

A) Number of Employees Separated ( ÷ ) Number of Employees in the Workforce
B) Number of Employees Separated ( × ) Number of Employees in the Workforce
C) Number of Employees Separated ( + ) Number of Employees in the Workforce
D) Number of Employees Separated ( - ) Number of Employees in the Workforce

Question 22

When is the ideal time to address service-related concerns of a guest with the goal of identifying problems and resolving them?

A) Before the guest checks in.
B) While the guest is still on the property.
C) Within 24 hours of the guest's departure.
D) Within 1 week of the guest's departure.

Question 23

"Employer of choice" refers to the concept that a hotel is the preferred place of employment in the community for applicants

A) with little chance of finding a job.
B) who have alternative employment opportunities.
C) with extensive industry experience.
D) who have minimal industry experience.

Question 24

Service recovery tactics are used when a guest

A) experiences high quality service levels.
B) provides negative feedback during a current visit to a hotel.
C) provides positive feedback during a current visit to a hotel.
D) experiences a positive moment of truth.

Question 25

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?

A) 5%
B) 15%
C) 30%
D) 50%