HOM202- chapter 2

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

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

• Service level

• Values

• Culture

• Vision

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

• Staff

• Guests

• Image

• Service

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

• Supervising

• Mentoring

• Coaching

• Empowering

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

• Service level

• Culture

• Vision

• Mission

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

Which is a universal need of all hotel guests?

• Wi-Fi access

• Mini-bars

• Clean drinking water

• In-room safes

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

• room revenue achieved by a hotel

• number of rooms in a hotel.

• number of rooms sold in a hotel

• supervision levels in a hotel

As hotel guest expectations increase, hotels can typically

• decrease the number of rooms they sell

• increase the number of rooms they sell.

• decrease their prices.

• increase their prices

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

• 1:3

• 1:4

• 1:5

• 1:6