Quiz 1

Associate empowerment leads to

A) increased guest satisfaction B) increased productivity C) the Ritz Carlton associates spending up to $2,000 to make a guest completely happy D) All of these

In house and guest communications in a hotel are managed by

CBX or PBX

Which of the following would NOT be considered a hotel department?

Property management system

Property management systems are designed to assist front office employees in performing functions related to what tasks?

Reservations, rooms and guest account management

The front office, housekeeping, security and communications all fall under what department?

Rooms division

One of the most important concerns for guests in a hotel is

Security

What is the reason for success in the hospitality industry?

Service, service, service

Empowerment is

a feeling of partnership in which employees feel responsible for their jobs and have a stake in the organization's success

In the hospitality industry, the concept of perishability means

an unsold airline seat, hotel room or empty restaurant table

The heart of the house is

behind the scenes

Special hotel accounts for a company that has established credit with a hotel are called

city ledger

Examples of hotel location include

city, resort, airport, freeway

The person at a desk in the lobby of a hotel who assists guests with restaurant reservations, directions, tickets to shows and other advice is the

concierge

Hotels that are typically furnished, have a well-stocked kitchen, and cater to guests staying for longer periods of time are

extended-stay hotels

In order to determine if a hotel development project would likely succeed, we would perform a(n)

feasibility study

The more common name for a guest's account is

folio

Purchasing the right to use a company's trademark to expand more rapidly and use copyrighted materials is known as

franchising

The primary growth and development strategy of hotels during the 1960s was

franchising

Examples of hotel level of service classification include

full service, mid-scale, extended stay, limited service

The central focus in hospitality is

guest service

The benefits of franchising include all of the following EXCEPT:

high fee percentages charged by credit card companies

The word hospitality comes from

hospice

Guest folios are typically managed by

hotel property management system

In the hospitality industry, our services are mostly

intangible

City center, resort, airport and freeway are all examples of hotels being classified by

location

Examples of hotel price classification include

luxury, all suites, economy, budget

Corporations that operate a hotel without capital outlay in exchange for a percentage of gross sales are known as

management companies

Marriott builds a hotel for $34 million and sells it to a banking firm for $52 million. Marriott charges the banking firm 2-4 % of gross revenues to operate the hotel. This business transaction is known as

management contract

Hotels and motels that are part of a ________ share a centralized reservation system and a common image, logo or advertising slogan.

referral association

A demand-forecasting technique used to maximize room revenue is known as

revenue management

Average daily room rate is

room revenue divided by number of rooms sold

Intangible means

something the guest uses but does not possess

When selling rooms, a front desk associate might try to "upsell." This means

suggestively selling the features of a larger room, a higher floor or perhaps a better view

The concept of protecting the natural resources of the planet while achieving corporate profitability is known as

sustainability

Internal customers are

the employees

Allocating the right type of room to the right guest at the right price is the job of

the revenue management system

In the hospitality industry, the reason we are in business is

to make a return on investment

Room occupancy percentage, or ROP, is

total rooms occupied divided by total available rooms

Quality guest service requires that we

understand our guests' needs

In franchising, the franchisee is granted rights to

use trademarks, operating procedures and other business procedures