Hotel Lodging FINAL
EXAM Questions and
Answers
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
Ans- value.
Which answers the question "What do we want to create?
Ans- Vision.
Which is the act of granting employees the authority (power) to make key
decisions within their areas of responsibility?
Ans- Empowering.
,Which tool clarifies how a hotel will add value for guests, employees and
others?
Ans- Mission.
Which is a universal need of all hotel guests?
Ans- Clean drinking water.
Employee guest ratio is typically calculated as the number of hotel employees
relative to the
Ans- number of rooms sold in a hotel.
As hotel guest expectations increase, hotels can typically
Ans- increase their prices.
A 150-room hotel employs 30 workers. What is this hotel's employee to guest
ratio?
Ans- 1:5
,Which is a tactic, process, or program used by a hotel that is desired by guests
but not offered by the hotel's competitors?
Ans- Competitive edge.
Which is the initial step hotel managers take in developing and implementing a
quality service system in a hotel?
Ans- Consider the guest being served.
Cross-functional teams are made up of hotel employees
Ans- from different departments.
When they engage in benchmarking hotel managers seek to find
Ans- best industry practices.
Which is the final step in ensuring the consistent delivery of quality service?
Ans- Evaluate and modify service delivery systems.
, Moments of truth are impressions formed by hotel
Ans- guests.
Word-of-mouth advertising originates from a hotel's
Ans- guests.
What is true about word of mouth advertising?
Ans- It can be positive or negative.
A goal of no guest-related complaints established after guest service processes
are implemented is referred to as
Ans- zero defects.
Service recovery tactics are used when a guest
Ans- provides negative feedback during a current visit to a hotel.
EXAM Questions and
Answers
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
Ans- value.
Which answers the question "What do we want to create?
Ans- Vision.
Which is the act of granting employees the authority (power) to make key
decisions within their areas of responsibility?
Ans- Empowering.
,Which tool clarifies how a hotel will add value for guests, employees and
others?
Ans- Mission.
Which is a universal need of all hotel guests?
Ans- Clean drinking water.
Employee guest ratio is typically calculated as the number of hotel employees
relative to the
Ans- number of rooms sold in a hotel.
As hotel guest expectations increase, hotels can typically
Ans- increase their prices.
A 150-room hotel employs 30 workers. What is this hotel's employee to guest
ratio?
Ans- 1:5
,Which is a tactic, process, or program used by a hotel that is desired by guests
but not offered by the hotel's competitors?
Ans- Competitive edge.
Which is the initial step hotel managers take in developing and implementing a
quality service system in a hotel?
Ans- Consider the guest being served.
Cross-functional teams are made up of hotel employees
Ans- from different departments.
When they engage in benchmarking hotel managers seek to find
Ans- best industry practices.
Which is the final step in ensuring the consistent delivery of quality service?
Ans- Evaluate and modify service delivery systems.
, Moments of truth are impressions formed by hotel
Ans- guests.
Word-of-mouth advertising originates from a hotel's
Ans- guests.
What is true about word of mouth advertising?
Ans- It can be positive or negative.
A goal of no guest-related complaints established after guest service processes
are implemented is referred to as
Ans- zero defects.
Service recovery tactics are used when a guest
Ans- provides negative feedback during a current visit to a hotel.
