Duplicate of Hospitality & Tourism Front Office

the stages of the guest experience cycle are

Every stage of the guest cycle will involve some sort of financial transaction

During emergency situations, the front office

In order to successfully conduct guest-related activities, you must have good:

Are you ready for your certification exam

What two areas is the executive housekeeper responsible for establishing housekeeping?

The three E's that drive every green initiative include: economics, environment & equity

What is the main goal of occupational safety?

What is the term which represents the highest possible rate a guest may be charged for a room?

To enhance the visual attractiveness of a building as seen from the street, you would alter the

The facilities management department oversees:

The yield statistic is used to determine:

The front desk provides a way for a guest to express his or her opinion with the use of

If you were analyzing your guest by age, gender, martial status, it is by

there are three methods of communication. They are written, nonverbal and:

The world's first seven-star hotel is in Sydney, Australia

In order to hold a position involving the serving of alcohol, a person must be __years of age

a basic rule to follow when writing emails is to:

The front office manager is responsible for

employees must have a sense of responsibility & a feeling of belonging to the company, known as

the flow of business can be divided into a four stage ______

The greatest number of purchase unite that should be in stock at any time is known as:

Guest service is meeting the needs of guests the way they want and expect them to be met

Most major emergencies will fall under the direction of an outside agency

The four "P's " of marketing are:

the "moment of truth" for customers occurs during which step of the guest cycle?

Guest service is an essential hard skill for anyone wishing to have a long/successful career

which of the following using a credit card is not part of what occurs during the ___stage guest

Which of the following is a platter service procedure/technique use to serve food to guests

Public relations and market research are examples of

Good use of body language includes choosing a friendly tone & pitch when speaking with a guest

Selling is the job of every employee

During a guest complaint situation, a very important part of guest advocacy is called:

Housekeeping has a special responsibility for guestroom security

The goal of guest recovery is to create a win-win outcome for everyone

The sole key role of all DMOs is to develop local economic growth

Social media is a type of _______marketing

__ is a revenue management statistic that measures the revenue generating capability of a hotel

A sanitation risk management (SRM) program focuses on:

The rooms division consists of two departments

What is the overall purpose of any sales department

If a guest reports a loss of property, what must the security team do?

The hospitality & tourism industry has chosen to refer to those they provide goods, services

One of the most common on the job injuries is due to ___

which type of traveler is not an example of guest diversity?

___ is the nightly process that checks, corrects, & balances all accounts for registered guests

Which type of room rate system includes three meals per day?

___are the services or items offered to a guest during their stay

Which of the following is part of the pre-arrival process?

What is the most likely place for someone to steal sensitive information for criminal use?

_ refers to the number of items that must be on hand to support daily, routine hskpg operations

the departure stage is know as the "moment of truth " for the guest?

Using takeout containers that can be composted or recycled is an example of:

The cold call is the sales professional's prospecting tool of choice

___ are the largest and most sophisticated type of cruise ship.

HACCP is an acronym for

__ is the price a product is sold for on the retail market

international travel is one of the ____economic sectors of the hospitality and tourism industry

What is the key to effective marketing?

What sales position is responsible for guiding the day to day sales efforts?

A common model used for achieving win-win outcomes to guest complaints is the: