Unit 22

The following is (are) the benefit(s) of training

• a. Increased productivity

• b. Reduced accidents

• c. Reduced supervision

• d. All of the above

Which of the following things are required for completing the registration details?

• a. Tariff Details

• b. Meal plan or Payment Method

• c. Room type

• d. All of the above

What is the definition of the Processes?

• a. It is a requirement that a certain department or functional area of the organization must follow, as formally agreed upon by management

• b. It is affiliated with particular policies and define lower-level processes, such as daily, weekly or quarterly functions and job activities

• c. It is a set of related functions and organizational processes together

• d. It contain procedures, defining in detail how regular business functions is performed, whether on a repeating or as-needed basis

Before setting the Policy and Process in a hotel, the information is gathered to set goals and objectives. The main sources of information are

• a. Sales figures

• b. Internal and External analysis

• c. Average Daily Rate

• d. History

The heart of a hospitality business is anticipating and serving guest needs, what is defined as the meeting service?

• a. An estimation of a performance by a service provider

• b. The interaction between a guest and a hospitality operation through its frontline employees

• C. The loyalty of customers relating to repeated visits and recommendations.

• d. The development of quality management programs to boost financial performance through building customer satisfaction and loyalty

How the regular analysis of process and procedure is useful?

• a. It provides clear direction of the management system

• b. It benefit the staff by providing their work boundaries

• c. It saves time and effort

• d. All of the above

What is the main purpose behind the Good guest service?

• a. It is only as effective as the company guidelines allow to be

• b. Handling the guests in a friendly manner without any policy

• c. Handling the complaints via Front office only

• d. The good communication between all departments

Hotel business profitability is getting tougher, for that hotel management team need to always adjust their______________ to get more efficiency and possibly increase their sales

• a. Policy

• b. Sales Forecast

• c. Process

• d. Guest Service

Which of the following is NOT an example of staff consultation?

• a. Suggestion boxes

• b. Feedback and Evaluation surveys

• c. Decision-making

• d. Policy creation

What ideas does not justify the main purpose of the guest services?

• a. It associates the valuable information from the guests all day long

• b. It helps to improve the services and marketing suggestions

• c. The Guest Feedback must remain within the Guest Service department

• d. The procedure must include the inter-department communication