Please state A, B, C or D for each question

1. Luke is the General Manager of Hotel Pezzo, a boutique hotel in San Diego. The hotel does not enjoy a high reputation on social media and Luke decided that it was time to do something. Which of the following options is the best to establish a strong service culture at the hotel?

A. Encouraging customers to write only positive reviews on social media.

B. Creating a reward system, whereby all employees receive a bonus when the reviews improve by one star.

C. Offering discounts to first-time customers.

D. Offering discounts to its most loyal customers.

2. In a hotel, the employees value the time spent together and enjoy having lunch together in a breakout room, where they can chat and watch TV during the lunch break. This type of behavior is part of the organizational:

A. leadership

B. culture

C. mission

D. structure

3. Hospitality organizations having a strong culture may not necessarily have a(n) _____ culture.

A. outstanding

B. international

C. service

D. internal

4. Christine has just started her job as a front desk employee three months ago. She is allowed to make slight adjustments to the benefits provided to guests checking-in without the approval of her supervisor, as the supervisor trusts her decisions. This is an example of:

A. lack of company policies and procedures.

B. empowerment.

C. negligent managerial style.

D. lack of leadership of the supervisor.

5. A service culture:

A. typically develops on a very short-term basis.

B. develops over a reasonable amount of time.

C. cannot be developed in the absence of strict regulations.

D. cannot be developed unless the leadership of the organization leads by example