Flashcards
Chapter 3
Flashcards do conjunto (15)
- 1QualityThe consistent delivery of products and services according to expected standards
- 2ServiceThe process of helping guests by addressing their wants and needs with respect and dignity in a timely manner
- 3ValueThe relationship between price paid and the quality of the products and services received
- 4Employee-to-guest ratioThe number of employees relative to the number of guests. In the lodging industry, this is typically expressed in terms of employees per room.
- 5First impressionMinimal check-in waiting time
Friendly welcome, eye contact, smile and acknowledgement of your name
Accurate info about reservation
Proper type of room immediately available - 6Methods for gathering guest preferences and desiresManaging by walking around
Comment cards (Questionnaire)
Talking with guests as they check out
Electronic surveys on hotel channels
Ask line-level employees - 7SupervisorA staff member who directs the work of line-level (non-supervisory) employees.
- 8ManagerStaff member who directs the work of supervisors
- 9Cross-functional teamsA group of employees from each department within the hospitality operation who work together to resolve operating problems.
- 10EmpowermentThe act of granting authority to employees to make key decisions within the employees' areas of responsibility.
- 11Moments of TruthAny (and every) time that a guest has an opportunity to form an impression about the hospitality organization. Moments of truth can be positive or negative.
- 12Wow FactorThe feeling guests have when they receive or experience an unanticipated extra as they interact with the hospitality operation.
- 13Zero DefectsA goal of no guest-related complaints established when guest service processes are implemented.
- 14Turnover RateA measure of the proportion of a work force that is replaced during a designated time period (month, quarter, or year).
Number of employees separated/Number of employees in workforce - 15Mission StatementA planning tool that broadly identifies what a hospitality operation would like to accomplish and how it will accomplish it.
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- Hospitality (Hotel/Resort Operations) FlashCards sobre Chapter 3, criado por Kelly Vroom em 17-04-2017.
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- Kelly Vroom
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