HTM Facts

Quality _____ refers to meeting or exceeding guest expectations.

• productivity

• guest service

• selection

• hotel and resorts

_____ owners have the right to refuse service and evict certain guests.

• Business

• Essential

• Guest

• Property

A ______ standard is the amount of effort required for a certain task. It is based on the performance standard (the quality of work desired).

• customer

• conventional

• productivity

• discretionary

______ is the close observation of a situation to provide data for investigations regarding guests, employees, and asset protection

• The Guest Cycle

• Brand equity

• Compliance

• Surveillance

The four types of attractions are commercially produced, natural, cultural, and _____.

• compliant

• analytical

• events

• tourism

______ is the cornerstone of a good restaurant.

• Money

• Customer service

• Customers

• Serving

The accommodations sector is the sector of the hospitality industry that consists of all properties that charge for overnight shelter or stays. It is sometimes called the ____ sector.

• lodging

• entertainment

• hotel

• recreation

SMART goals are Specific, ______, Attainable, Relevant, & Timely.

• Managed

• Marketable

• Mastered

• Measurable

Housekeeping has one of the largest quantities of _____, including recycled and non-recycled items.

• inventory

• key cards

• menu items

• bedding items

The central reservation system (CRS) is the _____ platform used by agents in the central reservation office (CRO).

• multiplier

• onboarding

• infrastructure

• technological