Chapter 1
What is another term of soft skills?
emotional quotient
Give some examples of outcome that can be achieved as a team?
problem solving
designing better processes
What's the full form of LEEDS?
Leadership in Energy and Environmental Design
What does 'CRM' stand for?
Customer Relations Management
What is outsourcing?
Outsourcing is an agreement in which one company hires another company to be responsible for a planned or existing activity that is or could be done internally, and sometimes involves transferring employees and assets from one firm to another.
What is one of the reasons for miscommunication?
poor reading/writing skills/uncontrollable emotions
What is effectiveness?
doing the right things
What's a green hotel?
- environmentally friendly
- use sustainable energy
- uses organic products
- is LEEDS certified
- uses ethically sources products
etc.
What helps in reducing wait lines?
Kiosks
Electronic registrations
Why do companies outsource operations?
financial considerations
HR efficiency
Is it acceptable to discuss co-workers with external clients?
No
What is efficiency?
it is the ability to do things well, successfully, and without waste.
What are other words for 'green'?
organic, sustainable, renewable, biodegradable, environmentally friendly...
Having a 1st class restaurant is a hotel's top offering. True / False?
False (what's the correct answer?)
What is crisis management?
Crisis management is the process by which an organization deals with a disruptive and unexpected event that threatens to harm the organization or its stakeholders.
What is a 'fact'?
- can be checked
- can be verified
What is a time distribution chart?
gives information about the duties and the length of time to complete coordinated tasks
What is a coordinated to events, process, and procedures from the time a guest arrives and is settled in the room?
The Choreography of Arrival
Is alcohol a sleep enhancing amenity?
NO. (then what is?)
What is a POS?
A point of sale system, or POS, is the place where your customer makes a payment for products or services at your store. Simply put, every time a customer makes a purchase, they're completing a point of sale transaction.
What aspect of communication is an active skill?
- asking questions
- seeking clarification
- listening
What is procrastination?
the action of delaying or postponing something.
What is are the 6 components of service discipline?
1) training
2) attitude
3) policies
4) VIP window
5) Self-check in kiosk
6) Bank-teller-type line
Give 5 examples of service industries.
.....
What is the purpose of insurance?
Its aim is to reduce financial uncertainty and make accidental loss manageable.