GRM Unit 18

The role of the supervisor in controlling guest services; require

• Responsible for the productivity and actions of a small group of employees

• Manages roles, responsibilities, and powers.

• Controlling work rather than performing it directly

• All of the above

The significance of reception and accommodation services in the overall operation of the hotel

• coordination among each department

• connection

• cooperation

• none of the above

The role of the supervisor in monitoring the implementation of guest service procedures and processes have following supervisory skills involve,

• Overseeing projects and employees by Listening actively

• Using logic and research to solve problems

• Planning and organizing resources to achieve a particular goal

• All of the above

As a member of management, a ____________ main job is more concerned with orchestrating and controlling work rather than performing it directly

• Supervisor

• Leader

• Teacher

• Singer

They welcome guests as they arrive at the hotel. Their duties include checking guests in and out, issuing keys, taking reservations by telephone or email, Preparing bills and dealing with payments. They provide guests with information, answer their queries and deal with complaints.

• Security guard

• Concierge

• Hotel receptionists

• Spa receptionists

The other departments of the Hotel view the ________ as a communication relationship in providing coordination with guest services.

• Security

• Reservation

• Front office

• Housekeeping

Erika is a supervisor who works for a training department in Hotel that has experienced some growth over the last year but continues to have high operating expenses. When making the schedule for the upcoming year, she needs to decide whether to continue holding classes in hotel meeting rooms, lease classrooms in a community college, or have a small area that could be converted into a training center. Which of the following skills will Erika be utilizing?

• management and leadership

• communication

• financial

• project management

Solving problems through logic and research involves what supervisory skill?

• management and leadership

• collaboration

• financial

• critical thinking

Which Department relies on the front office to provide data on guest histories, details concerning each guest’s visit. Some of the information gathered is based on zip code, frequency of visits, corporate affiliation, special needs, and reservations for sleeping rooms

• Sales department

• The sales & marketing department

• Marketing Department

• Guest relations department

. ______________and the front office communicate with each other about housekeeping room status, the report on the availability of the rooms for immediate guest occupancy

• Housekeeping

• Concierge

• Security

• Reservation