HOM202- chapter 2

HOM202- chapter 2

University

15 Qs

quiz-placeholder

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HOM202- chapter 2

HOM202- chapter 2

Assessment

Quiz

Business

University

Medium

Created by

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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