SOP

Which is the most important KPI for a hotel whose main goal is guest happiness? (15)

• Net Promoter Score

• Customer Effort Score

• Customer Satisfaction Score

• Social Media Monitoring

Which quality standard most related to new furniture in a room? (15)

• Attention to detail

• Presentation

• Intrinsic quality

• Condition

How can service delivery for bathroom cleanliness be reviewed? (15)

• put a checklist in the bathroom with the cleaning schedule

• have guests who used the bathroom rate the service after with red, green, or yellow

• have a staff member check the bathroom every hour and rate it on a scale from 1-10

• have a supervisor monitor the staff as they clean the bathroom

How do increased quality standards affect costs? (15)

• the staff are paid by hour

• the rooms are always booked

• the guests pay a higher price

• the hotel pays more in taxes

How do managers monitor SOPs? (15)

• they make checklists, have meetings, and evaluate staff

• they perform audits, train staff, and make amendments

• they evaluate staff and fire those who failed

• they have meetings, write documents, and send e-mails

In what situation is training not needed?

• Staff do not know how to use workplace tools

• Staff are not aware of the hotel’s standards

• Staff cannot speak English with the international guests

• Staff are not being promoted

What does KPI stand for? (15)

• Kindness Patience and Insight

• Key Property Intelligence

• Key Price Investment

• Key Performance Indicator

What is not an important factor in identifying KPIs? (15)

• Reconciliation at the end of the shift to ensure a balanced register

• Complete understanding of organisation’s values, mission and vision

• Understanding the nature of business and its customers

• Knowledge of standard operating procedures and what has to be achieved at each step

What is the focus of Quality insurance? (15)

• making sure that staff work very efficiently

• improving the processes to deliver quality products to the customer

• fixing customer service delivery problems

• creating surveys to get the guest’s feedback

What is the most effective training method for advanced hotel staff

• hands-on training

• use of stimulators/situational learning

• delegation of new responsibilities with controls and coaching

• online training of standards