HTMP Year 2 Semester 1 Review

observations and events a guest undergoes during a stay at hotel property

Manager that provides little or no direction

method for guests to provide feedback to businesses about the guest experience

manager that shares decision-making & problem solving responsibilities with staff

form of insurance that employers need to have for employees injured on the job

total greenhouse gas emissions caused by an organization

Example:likes to work with your hands, enjoys setting up for events

process of introducing new employees to the company and their jobs

Example: front desk suggests a larger room to a guest checking in

Manager that resists change and enforces rules

Example: good at math and science, working on computers

OSHA stands for Occupational Standards and Health Administration

responsible, long term use of Earth's resources

enhancing guest service by giving responsibility and authority to everyone in organization.

process of continuing education for employee to become better at his job

process used to measure guest satisfaction

In centralized organizations, decision making authority happens at top-management levels

shows what rooms are vacant & what rooms are already taken & shows who is checking out next day

human quality of being different or varied

basic requirements set to ensure safety and cleanliness that all employees are expected to meet

Which of the following is NOT one of the 3 key skill areas in the hospitality industry?

An application that captures and records telephone usage

tells about the future of the organization

summary of duties, responsibilities, working conditions and activities of a specific job

Process of communicating favorable information about the organization

Which of the following is NOT a trait of a successful leader?

Example: enjoys helping people and taking care of their needs

process of analyzing current and historical data to determine future trends

shows which rooms are clean or dirty, vacant or occupied

broad description of an organization's reason to exist

core values that shape the culture of organization and guides behavior of individuals

shows how often items in hotel need to be cleaned or maintained

Fixed positions are filled in relation to the occupancy of the hotel.

faithfulness guests feel to a property based on positive guest experiences

Manager that is focused on short term results

PBX stands for 

What % of guests do NOT complain to anyone who can help them?

items in a certain area that are cleaned by housekeeping

The media's mention of an organization (can be positive or negative)

The ability to influence other's behavior is

Correct spelling of Ms.T's name

protection of corporate assets