Unit 19 GRM

What is the best definition for the tourism industry?

• A businesses that provide services to people

• A businesses that moves people from one place to another

• A businesses that organizes and promotes travel and vacations

• None of these are correct

What technology tool is essential for today’s hospitality businesses?

• Computerized cash register

• Property Management System

• Record-able locking system (credit card style key)

• Computer with network access

Identify the best method to protect guests and their property at a hotel.

• Record-able electronic keys (credit card style with magnetic stripes)

• Networked live and recorded surveillance cameras throughout the public areas

• Security officers regularly patrolling the hotel areas

• All of the above

There are several industry standards for the types of service styles that might be used in a banquet setting. What is the best definition of butler service?

• Appetizers and some beverages are passed around by service personnel as they circulate among guests standing at a reception

• Quantities of food are prearranged on a self-service line and guests pass through the line and help themselves

• Appetizers are placed near the entrance on a table for guests to help themselves as they enter the banquet

• None of these answers are correct

An easy way to remember how to use a fire extinguisher is to use the acronym PASS. What do the letters in the acronym PASS mean?

• Pin, adjust, sweep, squeeze

• Pull, adjust, sweep, squeeze

• Pull, aim, squeeze, sweep

• Pin, aim, squeeze, sweep

Methods of retaining employees are _______________ and _________________.

• empowerment, training

• including employees in decision making, mentoring

• providing career paths, rewarding for performance

• all of the above

At the front desk in a hotel, many agents take messages for both employees and guests. When taking a message, it is important to repeat the message or phone number back to the caller to be sure that the information to be delivered is correct.

• True

• False

• No

• All of the above

What is the best definition of hospitality?

• Service

• Meeting the needs of guests with kindness and goodwill

• Businesses that provide services to people who are traveling

• A special room that is used to serve refreshments to groups of people

Which skill is needed to be an effective public relations specialist?

• Interpersonal skill

• Organizational skill

• Communication skill

• All of the above

There are four main duties that managers are responsible for performing. Which one of the following is not one of those four?

• Planning

• Contracting

• Leading

• Organizing