Chapter 7 quiz 181

The dollar costs of unresolved complaints can be calculated quite accurately by using the dollar values that are part of the "Moments of Truth."

False

TQM gets more attention from management when the economic cycle is up and the operating company has more money to use on the concept.

False

The term "soft goods" refers to the furniture in the hotel rooms: bed, bureau, television and the like.

False

Preparing for the complaint means:

All of these

"Peer-group" hiring:

B: Involves the very associates with whom the new hire will work

Quality circles are impressive building designs that hotels are using in lobbies to make a startling architectural statement.

False

How would you resolve this complaint: Power on the room TV went off for 30 minutes after the guest had paid for a film on HBO?

Give an allowance for the cost of the film

"Mystery Shopper" is a (an):

Individual who reports on employee attitudes and company procedures

Customer relations management (CRM) begins with employment, where "selecting" the employee is more important than "hiring" the applicant.

True

The same guest holds different expectations about the service to be received because the type, plan, rate and size of every hotel differs.

True