lodging
Authored by Freya Taiko
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University
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74 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Original focus was in manufacturing, producing goods with zero
defects
The hospitality industry, along with other service-oriented industries,
adopted the idea of zero defects and applied it to customer (guest)
interactions
Customer Relations Management
Total Quality Management
Measuring Guest Services
Early warning
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
All hotels are grouped under the lodging umbrella, but every property does not
deliver the same product
Early warning
Total Quality Management
Customer Relations Management
3.
FILL IN THE BLANK QUESTION
1 min • 1 pt
His famous attention to the size of a worker’s shovel ha sits
counterpart in the weight of a housekeepers’s vacuum cleaner
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
They measure quality by comparison
Seller
Buyer
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Executives deliberately implement service standards or they passively accept
ongoing practices
Seller
Buyer
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
enforced by periodic inspections, enables chains to maintain
standards across many properties
Controlling
inspection
Comment cards
early warning
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Sometimes called secret shoppers
Mystery shoppers
Silent shoppers
Secret shoppers
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