GRM MOCK CBT 1

What is most likely to impact upon the overall success of a hotel?

• Quality of food served.
• Quality of service delivery.
• Environmental factors.
• Inaccurate forecasts.

Where would guests expect to participate in a superior local dining experience?

• Hostel.
• Ecolodge.
• International hotel group.
• Sand and dunes excursion.

Which of these would be classified as a SMART Key Performance Indicator?

• Occupancy increased yearly.
• Staff turnover reduced.
• Increase in positive questionnaires.
• Number of returning guests up by 25%.

What is the main reason why management try to obtain competitor information?

• To benchmark effectively.
• To compare outgoing costs.
• To share the patterns of residential guests.
• To compare income from ancillary services.

Which is the most likely target market for the promotion of adventure holidays?

• Families with young children.
• Young adults.
• Senior citizens.
• Business team building.

What is the best way for individual staff to contribute to front office sales?

• Sell ancillary services.
• Memorize customer preferences.
• Offer discounts to all guests.
• Apply yield management tactics.

What is the best way to incentivize front office team members to maximize sales?

• Introduce internal competition between shifts.
• Agree clear team performance indicators.
• Introduce external team building activities.
• Agree a role for the most successful employee.

What defines the marketing mix?

• Different booking sources.
• Method of promoting the company brand.
• Amount of business-to-business activity.
• Level of new business income.

What is the most important element of a marketing plan?

• Advertising.
• Targets.
• Distribution.
• Research.

What is a database most likely to be used for in a Guest Relations department?

• Summary of special events.
• Summary of local travel agents.
• Summary of guests' interests.
• Summary of local comparable hotels.