GRM Diploma Unit 20 Meet and Exceed Guest Expectations

What is the definition of data analysis?

• A process of evaluation

• Uses analytical and logical reasoning

• ­­­ Examination of each part of the data

• All of the above

What is the definition of an internal customer?

• Hotel guest

• Staff that interact with guests

• Local people who use the hotel facilities

• All of the above

It is very important to get as much data about the hotel’s CompSet because what the CompSet does can:

• Affect your hotel’s occupancy rate and profit

• Determine if you transfer guests to them when your hotel is overbooked

• The hotel’s relationship with the Compset

• All of these

Which one is an internal factor?

• A hotel of the same rating has closed in the locality

• Competitors have better facilities

• Your hotel is situated in a fantastic location

• Similar rooms are dearer in other hotels

Which one is an external factor?

• Good reputation for a high standard of service

• A competitor has a 24-hour hot food room service

• Very good internal communications

• Market research data is out of date

Which one of the following is a strength?

• Market research data is out of date

• Competitors have similar facilities

• A high staff: guest ratio

• Hotel is understaffed

Which one of the following is a weakness?

• Market research data is out of date

• Competitors have similar facilities

• A high staff: guest ratio

• Similar rooms are more expensive in other hotels

Which one of the following is an opportunity?

• Market research data is out of date

• Competitors have similar facilities

• A low staff: guest ratio

• Similar rooms are more expensive in other hotels

Which one of the following is a threat?

• Market research data is out of date

• Competitors have similar facilities

• A low staff: guest ratio

• Similar rooms are more expensive in other hotels

Evaluation of Financial Costs of Guest Services enables which one of the following

• The data is not used to assess profitability.

• Helps the introduction of internal cost controls e.g. number of staff

• The data cannot be used to assess which products are selling.

• Gives misinformation for planning and decision making