What is a mission statement?

A broad description of an organization’s reason to exist

What happens during a performance evaluation?

Manager & employee discuss employee performance standards.

How should a manager resolve an attitudinal guest complaint?

Follow up with coaching or counseling for the employee.

What should managers do when responding to guest reviews online?

Apologize for any negative experience the guest had

Which of the following is an example of how limited resources can cause conflicts

Sunday AM staff is only 1 line cook, orders are backing up.

Law that bars discrimination based on race, sex, religion, color, and national origin?

Title VII of the Civil Rights Act

Kevin is telling an international guest about the property’s features. He should:

Avoid slang, technical words, and acronyms.

The main goal of energy management is to:

Minimum energy & cost while maintaining comfort levels.

Which of the following is an example of professional development?

Earning professional hospitality certifications

Which of the following might be included in a general employee orientation?

Discussion of the company’s mission and values

Which emergency systems are facilities managers in charge of maintaining?

Power, lighting, and communication

Which of the following illustrates separation of duties?

Reservations sells room, front desk agent performs posting.

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HTMP YR 2 Chapter 1 - 8 Review

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HTMP YEAR 2 REVIEW #HTMP2

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Questions 25

Answers

1
What is a mission statement?
Description of an employee’s professional development goals
A description of the future of the organization
A description of the core values of an organization
A broad description of an organization’s reason to exist
2
What type of expense is replacement of the massage tables in the spa?
Operational
Utilities
Capital
Repair and maintenance
3
What happens during a performance evaluation?
Manager & employee discuss employee performance standards.
Manager evaluates the performance of his or her department.
A manager decides whether to terminate or keep the employee
Manager provides training on how to perform essential tasks.
4
How should a manager resolve an attitudinal guest complaint?
Provide employees with additional skills training.
Follow up with coaching or counseling for the employee.
Allow the guest to vent his or her frustration.
Offer guests a free meal or drink from the bar.
5
The _____ tells you how often the hotel lobby carpets are shampooed.
Frequency schedule
Housekeeping status report
Area inventory list
Deep-cleaning schedule
6
Which of the following is a fixed staff position in the housekeeping department?
Inspector
Housekeeper
Laundry attendant
Executive housekeeper
7
What should managers do when responding to guest reviews online?
Respond only to complaints and negative reviews.
Sell their business in the response.
Apologize for any negative experience the guest had
Be defensive & blame employees or the guest for the problem.
8
Which of the following is an example of how limited resources can cause conflicts
He didnt bus tables and now their is a wait to be seated.
Manager said one break for an 8 hour shift, it should be 2.
Sunday AM staff is only 1 line cook, orders are backing up.
Jane has not been told the job expectations.
9
What is the situation when a room is a Stay-over but the housekeeping report has it as a C.O.?
Daily summary
Forecasting error
Operating error
Room status discrepancy
10
Dana enjoys helping people and taking care of their needs. Dana possesses _______ skills.
people
leadership
job-specific
data
11
Brenda's provides her employees with rewards, bonuses, & time off, for performance. This is...
Situational leadership
Transactional leadership
Personality-based leadership
Transformational leadership
12
Enhances guest service & profits w/ responsibility, authority, & accountability to every level
Centralization
Empowerment
Decentralization
Leadership
13
Law that bars discrimination based on race, sex, religion, color, and national origin?
Title II of the Genetic Information Nondiscrimination Act
Family and Medical Leave Act
Title VII of the Civil Rights Act
Equal Pay Act
14
Kevin is telling an international guest about the property’s features. He should:
Avoid slang, technical words, and acronyms.
Smile, make direct eye contact, & touch guest on the arm.
Speak loudly so the guest will understand.
Use gestures to communicate his meaning.
15
___________ has better training, benefits, advancement, & easily move to another location.
resort
independent
chain-affiliated
airport
16
The process of analyzing current and historical data to determine future trends is called:
Forecasting.
Revenue management.
Cross-training.
Auditing.
17
Traditional management style: little direction & gives employees as much freedom as possible.
Laissez-faire
Autocratic
Bureaucratic
Democratic
18
What is one economic benefit of green practices for hospitality and tourism operations?
Reduced carbon footprint
Energy savings
Improved air quality
Conservation of natural resources
19
The main goal of energy management is to:
Monitor the energy consumption of equipment
Capture energy as a by-product of energy consumption.
Minimum energy & cost while maintaining comfort levels.
Reduce the urban heat island effect.
20
Which of the following is an example of professional development?
Reading the employee handbook
Earning professional hospitality certifications
Covering a shift for a co-worker
Paying dues to a professional organization
21
Which of the following might be included in a general employee orientation?
The employee’s job responsibilities
Safety information and department policies and procedures
Discussion of the company’s mission and values
People with whom the employee will work on a daily basis
22
What is one benefit of a career in hospitality and tourism?
opportunities to be creative
nontraditional schedules
long hours
low starting salaries
23
Which emergency systems are facilities managers in charge of maintaining?
Energy, insulation, and lighting
fuel, insulation, and water
Power, lighting, and communication
Generator, lighting, and water
24
In addition to revealing weak spots in guest service, what can guest comment cards provide?
Guests’ dining preferences
Demographic data
Guests’ names
Information about which employees are the best
25
Which of the following illustrates separation of duties?
The host seats you at your table, server takes your order.
Reservations sells room, front desk agent performs posting.
Bellman takes your bag to your room., & shows you the gym.
The front desk agent sells the room & collects the payment.

HTMP YR 2 Chapter 1 - 8 Review Flashcards | StudBud