Intro to Hospitality Exam 1 Review with Complete Solutions

The provision of service to customers before, during, and after a purchase - ANSWER-Definition of guest service Definition of guest service - ANSWER-The provision of service to customers before, during, and after a purchase Internal customers are - ANSWER-The people inside any company who receive or benefit from the output of work done by others in the company In order to empower employees, managers should do all of the following except - ANSWER-Belittle employees for making poor decisions All of the following are key elements of Disney's guest service except - ANSWER-Providing free parking Franchising hotels first began in 1907 by - ANSWER-Ritz Development Company who franchised The Ritz Carlton name in NYC Franchising is a concept that allows hotels to - ANSWER-Quickly expand by using other people's money rather than its own financing Franchising trends include all of the following except - ANSWER-Slower growth in the lodging industry Which of the following is a benefit of the franchising company - ANSWER-Increased market share and recognition and Up-front fees Vacation ownership - ANSWER-Offers consumers the opportunity to purchase fully furnished vacation accommodations in a variety of forms, such as weekly intervals or points in point-based systems, for a percentage of the cost of full ownership The main function of a hotel is to - ANSWER-Provide an outstanding lodging experience The executive committee of a hotel is - ANSWER-A committee of hotel executives from each of the major departments within the hotel generally made up of the general manager, director of rooms division, food and beverage director, marketing and sales director, human resources director, accounting and/or finance director, and engineering director. To be effective as a successful GM of a hotel, the managers should exhibit all of the following traits except - ANSWER-