Hosp 1010 Gaillard Midterm Exam With Complete Solutions

variability {Ans: quality depends on who provides them, when, where, and how}rooms division and food/beverage {Ans: profit points of the AU hotel}clean laundry {Ans: orange laundry bags}total quality management {Ans: a continuous process that works best when managers are also good leaders; empowers all levels of employees}controlling {Ans: final management function; checking actual results against expected results}incentive meetings {Ans: incentive market of MICE continues to experience rapid growth as meeting planners and travel agents organize incentive travel programs for corporate employees to reward them ro reaching a specific goal}expositions {Ans: events that bring together sellers of products and services at a location where they can show their products and services to a group of attendees at a convention or trade show}enthusiasm {Ans: e in service}Smith Travel Research {Ans: STAR report; used worldwide and takes the Average Daily Rate and occupancy}Malcom Baldridge National Quality Award {Ans: the highest level of national recognition that a US company can receive}communication {Ans: the exchange in info and transfer of meanign}30 minutes {Ans: average room cleaning for total clean}service quality {Ans: the customers' perception of how well a service meets of exceeds