Chp 19 Hospitality Management Quiz

Which is not one of the four basic duties of a hospitality manager?

• sell products and services in a profitable, legal way

• welcome customers

• give employees as many breaks as possible

• produce products and services that meet customer needs

The ____ is responsible for the entire operation of a single unit of a hospitality business.

• employee manager

• general manager

• general director

• general supervisor

The main goal of any business, and therefore any general manager, is to ____.

• cut costs

• hire more entry-level workers

• hire mystery shoppers to determine customer satisfaction

• make a profit

The number of repeat customers, or customers who come back again, is one way of determining customer satisfaction.

• True

• False

The general manager of a restaurant has her employees attend a training session on sanitation. This would be an example of which management task?

• Set goals

• Oversee customer satisfaction

• Mange human resources

• Oversee sanitation and safety

The general manager works with an outside agency to develop an advertising campaign for her resort.

• Market the business

• Oversee sanitation and safety

• Control costs

• Mange human resources

The front office manager interviews an applicant for a bell attendant position.

• Market the business

• Manage human resources

• Control costs

• Oversee sanitation and safety

The manager of the accounting department maintains all the tax- related documents for his hotel.

• Keep records

• Maintain the facility

• Oversee customer satisfaction

• Oversee sanitation and safety

The general manager hires a mystery shopper to stay at his hotel and report on the quality of the room and service.

• Control costs

• Oversee customer satisfaction

• Maintain the facility

• Oversee sanitation and safety

Budgets help a business to monitor spending and to make a profit.

• True

• False