Subject
Year
: V0206 – Administrasi &
Operasional Kantor Depan
: 2009
Managing Hospitality
Week 10
Review Questions #10
1. Hospitality can be defined as which of the following?
a. a very subjective concept
b. the generous and cordial provision of services to a guest
c. a very “iffy” happening in our hotels
d. useful in providing continued financial growth
2. Hospitality is import to which of the following?
a. guests
b. hotel owners
c. both A and B
d. front office managers
e. none of the above
3. A financial commitment on the part of management is an essential part to
the success of a service management program.
a. true
b. false
Bina Nusantara
3
Review Questions #10
4. Component(s) of a service strategy statement include which of the
following?
a. commitment from top-level ownership and management that service is a
top priority in the company
b. commitment to develop and to administer a service management
program
c. commitment to train employees to deliver service efficiently
d. commitment of financial resources to develop incentives for the
employees who deliver the services
e. all of the above
5. It is not necessary to include employees in the planning stages of a service
management program.
a. true
b. false
Bina Nusantara
4
Review Questions #10
6. Studying the cycle of service in the lodging industry encompasses which of
the following?
a. the services the guest will receive
b. highlight the inefficiencies built into the system
c. an effort that is best left to the marketing and sales department
d. both A and B
e. both A and C
7. When the guest comes in contact with a hotel service it is referred to as
which of the following?
a. disaster
b. moment of truth
c. employee buy in concept
d. a challenge
e. none of the above
Bina Nusantara
5
THANK YOU AND
HAVE A GOOD DAY
Bina Nusantara
6