Managing guest service operations

French word for Hospitality ?

• Hospice

• Hospile

• Hospilie

• Hospality

A english man that is consider the first travel agent

• Talyor Hemming

• Thomas Cook

• Thomas Demings

• Henri Fayal

This statement explains the purpose of a company, organization or person.

• Vision

• Objectives

• Mission

• Goals

This position is also called a server. They take guest's drink and food orders, and help the guest with anything they need while dining.

• Waiter/Waitress

• Line Cook

• Bartender

• Executive Chef

Which of the following is NOT a basic function of the Front Office?

• Processing advance reservations

• Handing guests' mail and parcel

• Overseeing all departments' salaries

• Rooming guest

What is a "guest status" in a hotel, and how is it determined?

• A) A guest's personal identification number

• B) A guest's level of loyalty to the hotel

• C) A guest's preferred method of payment

• D) A guest's room category and reservation status

What is the meaning of "housekeeping" in the hospitality industry?

• A) The maintenance of the hotel's physical facilities

• B) The management of the hotel's finances and accounting

• C) The cleaning and upkeep of guest rooms and public areas

• D) The management of the hotel's food and beverage services

Components of a mission statement

• Distinction

• Specific

• Attitudes

• Behaviour

---- is when an interaction occurs between a customer and the service provider that can leave a lasting positive or negative impression.

• Relationship

• Encounter

• Moment of truth

• Satisfaction

---- are the issues customer most often associated with poor service from customer service representatives.

• Value turnoffs

• Service culture

• System turnoffs

• People turnoffs