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Hospitality Chapters 1 - 7 and 9 Flashcards | StudBud
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Hospitality Chapters 1 - 7 and 9
Hospitality Chapters 1 - 7 and 9
50 terms
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HTMP YR 2 Resources
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Questions
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Answers
1
What is nonverbal communication?
Use of words to communicate thought
Visual cues, such as gesturing and eye contact
Signs and symbols that replace written words
An understanding between two people
2
What is the key to effective leadership?
Adopting the right leadership style for each situation
Using a leadership style that has often worked in the past
Allowing your employees to choose your leadership style
Selecting a leadership style that is comfortable for you
3
What piece of legislation helps people with disabilities to live, travel, shop, and access services independently?
DCCA
ADA
NAACP
BPA
4
What is guest service measurement?
A method for guests to provide feedback
A standard that ensures safety, cleanliness, and good repair
A report that indicates high guest volume time periods
A process used to determine guest satisfaction
5
What is a stayover?
A guest who is not checking out and will stay at least one more night
A guest who slept in but checked out
A guest who checked out but left baggage in the room
A guest who wants to leave baggage at the front desk until check-in
6
Heritage sites are a type of:
Transportation
Attraction
Acommodation
Food and Beverage
7
What kind of information can be found on a job specification?
Numbers used to rate quality of work, quantity of work, job knowledge, etc
Personal qualities & skills someone needs to have to perform a job
Labor costs associated with employees and the jobs they perform
Current and historical data used for forecasting future business trends
8
Odila is looking through a catalog to get ideas for ordering drinking glasses. What must she decide first before buying?
What the minimum number of glasses should be before reordering
Whether the glasses are open-stock items or custom-made items
How much storage space is available for the drinking glasses
What type and quality of glasses will best meet her guests’ needs
9
What area would the housekeeping department of a small, economy hotel be responsible for cleaning?
Game room
Management office
Exercise room
Banquet room
10
What are some front office functions?
Plan sales promotions, meet with meeting planners, solicit new business
Complete work order requests, test pool chemicals, make plumbing repairs
Prepare supply carts, strip guest bed linens, restock coffee
Distribute faxes, make reservations, produce daily reports
11
What is the guest experience?
The faithfulness a guest feels to a property
The time a guest spends staying at a hotel, restaurant, theme park, etc.
Resolving complaints to the guest’s satisfaction
Observations, encounters, and activities of a guest during his or her stay
12
What is an example of an organic food?
A potato that is grown in a field using industrial pesticides
A filet from a cow that was raised on hormone-free feed
A tomato that has been genetically modified to delay ripening
An egg from a hen farm that uses cages to house the hens
13
What is one internal factor that influences menu changes?
Concept and theme
Supply levels
Competition
Economic factors
14
What is guest recovery?
Observations, encounters, and events of a guest’s stay
Choosing to stay at the same property repeatedly
Safety practices and procedures that affect guests
Resolving complaints to the guest’s satisfaction
15
What is one important thing to strive for as new guests arrive?
Collect information about guest preferences.
Form a positive first guest impression.
Complete guest accounting transactions in a timely manner
Let the guests know that you have not forgotten about them.
16
4. Where can you find this type of information: room 378—B; room 449—OOO; room 122—E.A.?
Occupancy report
Housekeeping status report
Housekeeping task list
Job analysis
17
When might working conditions cause a guest service problem?
When the work atmosphere is neither inclusive nor values diversity
When the organization is short staffed during busy times
When employees do not have the right equipment to do their jobs
When managers do not use team problem-solving practices
18
Which staff member must be able to manually verify charges on a guests folio are correct?
Front office manager
Front desk agent
Night auditor
Reservations agent
19
What is NOT an organization where hospitality managers might work?
Nursing Home
Hospital
Restaurant
Bank
20
Hunter is a housekeeping floor supervisor and he looking to hire someone. What job would he be looking to fill?
Sewer
Night cleaner
Laundry attendant
Room attendant
21
What is an appropriate recovery solution when a guest complains that the property has no gym?
Refund one night’s room and tax on her guestroom stay.
Find a reasonable compromise and follow up with coaching or counseling.
Provide the guest with a free meal in the restaurant
Offer a sympathetic ear and allow the guest to vent her frustrations.
22
What is some of the information that is needed to produce a 10-day forecast?
No-show percentages and number of overstays
Number of employees scheduled to work various shifts
Cost of employee benefits and taxes paid by employer
Revenues, receivables, and operating statistics
23
In judging the quality of service, whose expectations are most important?
The person receiving the service
The staff member’s boss
The owner of the company
The staff member providing the service
24
What is a performance evaluation?
A tool leaders can use to manage difficult employees
A system for fulfilling a promise that a company makes to its customers
A system used to judge employees
The process of introducing new employees to the company and their jobs
25
What is sustainability?
The environmental benefits of green practices
The economic benefits of green initiatives
The total greenhouse gas emissions caused by an organization
The responsible, long-term use of the Earth’s resources
26
Leena works for a large hotel. Leena’s job duties include verifying postings to guest accounts. Which is Leena's job?
Night Auditor
Front office cashier
Front desk agent
Reservation agent
27
Which of the following is NOT a basic property standard?
Cleanliness
Service
Desirable location
Safety and security
28
What are the largest sectors of the hospitality and tourism industry?
Hospitals and nursing homes
Casinos and night clubs
Universities and schools
Hotels and restaurants
29
How can housekeeping management check that performance standards are consistent?
By creating task lists
By using on-the-job coaching
By developing a job analysis
By conducting daily inspections
30
What are basic requirements that ensure safety, cleanliness, and good repair called?
Carbon footprint
Property standards
Sustainability
Guest service measurement
31
What should you do after property standards are put into practice?
Define property standards.
Write down clearly defined procedures.
Survey the organization’s progress
Conduct property standards training
32
What is an example of an effective performance goal?
Update me on projects whenever you can
Turn in a project update report each week.
Submit a project update report by 3:00 p.m. each Friday
Keep me in the loop each week on updated projects
33
Why are management positions in the hospitality and tourism industry plentiful?
The industry represents a large portion of the global marketplace
Fewer people today pursue positions within the industry
Management positions within the industry command high wages
Each department within the industry requires a separate manager
34
What is one impact today’s global economy has had on the hospitality and tourism industry?
Fewer retirement-age travelers
Fewer leisure travelers
More corporate travelers
More multicultural travelers
35
What is a hotel department that generates money for the property through the sale of goods and services called?
Revenue center
Suggestive sale center
Bottom line center
Cashier center
36
Mr. Boyd travels to different cities each year for work. He likes staying at Garden Select brand hotels. What is this?
Guest experience
Guest loyalty
Guest expectations
Guest recovery
37
What is one reason travelers today might have higher expectations than 20 years ago?
They often hold higher education degrees.
They access more information through technology
They travel more often
They tend to fall into higher income brackets.
38
\When is a guest cycle “seamless?”
When one guest departs and another arrives
When guests share comments about a property
When guest interactions flow smoothly
When guests return to the same property
39
When answering e-mails from guests after their departure, you should:
take comments personally
respond to a blend of negative and positive comments
blatantly advertise your business in your response
respond to only complaints and negative reviews.
40
Guest service must always include the ability to make a customer feel safe, treat the customer with respect and -
Provide quick service that is the very best level that can be offered
a. Provide quick service, time permitting
Provide quick service
Provide quick service to guest’s expectations
41
Which of the following is not a typical cleaning responsibility of the housekeeping department?
Meeting Rooms
Lawn Care
Hallways
Hotel Gift Shop
42
What is a guest comment card?
An alternative to metal guestroom keys
A game properties provide to guests with children
A tool guests can use to provide feedback
A method for employees to record guest behaviors
43
What is a management style?
How a manager organizes the office and workspace
How a manager dresses in the work environment
How a manager feels about employees and other managers
How a manager behaves with employees and other managers
44
What percentage of their day do managers generally spend communicating with people?
80%
100%
60%
40%
45
When might working conditions cause a guest service problem?
When employees do not have the right equipment to do their jobs
When the organization is short staffed during busy times
When managers do not use team problem-solving practices
When the work atmosphere is neither inclusive nor values diversity
46
Minster Retirement Community does not allow pets. Under ADA, what exception must the company make to this policy?
Allow comfort animals for persons with terminal illness
Allow service animals
Allow animals of visiting family members for up to two weeks
Allow animals adopted from shelters
47
What does “cost per occupied room” mean?
The amount of money a guest actually pays to spend the night in a room
Lost revenue from a hotel room that remained unoccupied overnight
A forecasted room rate based on past sales
The expenses required to operate a room in which a guest spends the night
48
White linens are usually more expensive and have a shorter life span than colored linens.
True
False
49
You are training a new employee at your hotel and need to conduct training on diversity. What is R.A.V.E.?
Respect And Value Each
Refine and Value Everyone
Respect And Venerate Everyone
Respect and Value Everyone
50
As the executive housekeeper, how can you contribute to the use of green practices through energy efficiency?
Use environmentally preferred cleaners in your department.
Ask your housekeepers to use natural lighting while cleaning guestrooms
Install water-efficient washing machines in the linen laundry area.
Train your housekeepers to clean up chemical spills safely
