
HOM202- chapter 2

Quiz
•
Business
•
University
•
Medium
Phạm Hong Anh
Used 1+ times
FREE Resource
15 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
Moment of truth
Value
Service
Quality
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which answers the question “What do we want to create?
Service level
Values
Culture
Vision
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
An integral part of a hotel’s corporate culture must be an emphasis on
Staff
Guests
Image
Service
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which is the act of granting employees the authority (power) to make key decisions within their areas of responsibility.
Supervising
Mentoring
Coaching
Empowering
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which tool clarifies how a hotel will add value for guests, employees and others?
Service level
Culture
Vision
Mission
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
To best anticipate and develop service delivery processes and procedures to address them managers must consider the needs of their
property owners
guests
supervisor
vendors
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which is a universal need of all hotel guests?
Wi-Fi access
Mini-bars
Clean drinking water
In-room safes
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