Which is the most important KPI for a hotel whose main goal is guest happiness? (15)
SOP

Quiz
•
Professional Development
•
9th Grade
•
Hard
Ayan Abdi
Used 2+ times
FREE Resource
28 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Net Promoter Score
Customer Effort Score
Customer Satisfaction Score
Social Media Monitoring
2.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
Which quality standard most related to new furniture in a room? (15)
Attention to detail
Presentation
Intrinsic quality
Condition
3.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
How can service delivery for bathroom cleanliness be reviewed? (15)
put a checklist in the bathroom with the cleaning schedule
have guests who used the bathroom rate the service after with red, green, or yellow
have a staff member check the bathroom every hour and rate it on a scale from 1-10
have a supervisor monitor the staff as they clean the bathroom
4.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
How do increased quality standards affect costs? (15)
the staff are paid by hour
the rooms are always booked
the guests pay a higher price
the hotel pays more in taxes
5.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
How do managers monitor SOPs? (15)
they make checklists, have meetings, and evaluate staff
they perform audits, train staff, and make amendments
they evaluate staff and fire those who failed
they have meetings, write documents, and send e-mails
6.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
In what situation is training not needed?
Staff do not know how to use workplace tools
Staff are not aware of the hotel’s standards
Staff cannot speak English with the international guests
Staff are not being promoted
7.
MULTIPLE CHOICE QUESTION
2 mins • 1 pt
What does KPI stand for? (15)
Kindness Patience and Insight
Key Property Intelligence
Key Price Investment
Key Performance Indicator
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