Customer satisfaction can be quantified by calculating the difference between their expectations and perceptions.

True

False

What hospitality company has won the Malcom Badridge National Quality Award twice?

		Marriott International
		The Ritz-Carlton
		Hyatt International
		Hilton Worldwide, Inc.

If a franchised hotel is owned by one entity, but managed by a large hotel management company, who would most likely supervise the hotel's general manager?

		The hotel's owners
		The hotel's brand managers
		A regional manager employed by the management company
		The hotel's investors

What is the greatest difference between full-service hotels and limited-service hotels?

		The selling price of rooms
		The size of the hotels
		The food and beverage services offered by the hotels
		The location of the hotels

The entrepreneurer, who was credited with creating the first hotel chain, Holiday Inn, is:

		Conrad Hilton
		Kemmons Wilson
		J. W. Marriott Sr.
		Cesar Ritz

Which is a true statement about Management Companies?

		Hotel management companies serve the exact same role as asset management companies
		Management companies will always own the hotels they manage
		Management companies have contracts where they receive payment for their services and/or some portion of profits
		Management companies may manage only one chain

What is most likely to happen when many travelers want to visit and stay in an area?

		Very few hotel rooms will be built in that area.
		Room rates and the number of operating hotel properties will increase.
		Room rates and the number of operating hotel properties will decrease.
		The prices of goods and services desired by the travelers will decrease.

Which management function includes the process of comparing actual results to planned results?

		Directing
		Controlling
		Planning
		Organizing

Which one is NOT a responsbility of a hotel GM?

		Facilitating investor relations
		Facilitating community relations
		Managing service standards
		Auditing daily hotel transactions

Who will most often have the greatest detailed knowledge of guest likes and dislikes?

		Supervisors
		Line-level employees
		Managers
		Owners