ope 2

Question 1

is a person who owns or manages a hotel.

Answer 1

hotelier

Question 2

comprised of the following behavioral units: self aweareness, balance work of life etc.

Answer 2

self management competency

Question 2

knows how to meet the growing demands of tourists and is increasingly aware of the skills and competencies

Answer 2

Global Hotelier

Question 3

refer to the hoteliers conciousness of his/her roles in the hotel.

Answer 3

self awareness development

Question 4

needed to cope with stress

Answer 4

balance work of life

Question 4

gained through mutual respect through honesty, truthfullness, maintaining their honor, and keeping their word.

Answer 4

high persona of integrity

Question 5

must be able to communicate effectively with their teammates and most especially with their guest

Answer 5

communication competency

Question 5

principles that define behavior as right, good and proper

Answer 5

being ethical

Question 6

must be equipped with the ability to work to a multicultural environment.

Answer 6

multi cultural competency

Question 7

involves collaboration and sharing of information among employees to avoid confusion and misunderstanding

Answer 7

teamwork competency

Question 8

need to posssess the following competencies beside the basic competencies above

Answer 8

managers

Question 9

pertains to the knowledge of understanding the industry in general, and the organization, as well as taking strategic actions

Answer 9

strategic competencies

Question 10

global travelers now understand and know what they want. They now choose hotels based on internet reviews, blogs or recommendations

Answer 10

value of money

Question 10

the lifestyle of an individual today is dependent on technology.

Answer 10

technology- driven

Question 11

travelers tend to book lower-end hotel since they barely now stay in hotels

Answer 11

mobile travelers

Question 12

guests now demand on services from pillow sizes to distinctive scent of the rooms

Answer 12

Demands Highly-Personalized Service

Question 13

youth segment will continue to grow as some eras are already at their peak

Answer 13

Growing Youth Segment

Question 14

refers to the basic products and services offered by the hotel

Answer 14

product knowledge

Question 15

income generating departments of the hotel. They usually have direct hotel guest contact and are called front of the house

Answer 15

revenue centers

Question 16

it comprises the front office and the house keeping team

Answer 16

rooms department

Question 17

comprises the outlets, room service and bangquet team.

Answer 17

food and beverages depatment

Question 18

responsible for finding clients for room occupancy and functions and events to be held in hotel

Answer 18

sales department

Question 18

includes fitness and recreation facilities and other income generating units not associated with rooms, sales and food beverages

Answer 18

other departments

Question 19

provide technical support to income generating departments. Most of these departments have little exposure in terms of guest contacts and are usually located at the “BACK OF THE HOUSE “ or “HEART OF THE HOUSE”

Answer 19

cost centers

Question 20

in charge of creating promotional activities for the hotel

Answer 20

Marketing Department

Question 21

in charge of preventive maintenance management of the rooms and facilities of the hotel

Answer 21

engineering department

Question 22

in charge of the billings of guest and revenue and cost monitoring of the hotel

Answer 22

Accounting Department

Question 23

recruits, selects, orients, trains, and disciplines all hotel employees

Answer 23

Human Resource Department

Question 24

takes care of the safety of all people in the hotel and responds to all cases of threats and emergencies

Answer 24

security department

Question 25

the office of the hotels general manager

Answer 25

administration or executive office

Question 26

guest contacts the hotel prior to arrival.

Answer 26

pre-arrival phase

Question 27

the first direct guest contract occurs in this phase. guests are welcomed to the hotel. Most of these tasks are performed by the front office team

Answer 27

Arrival phase

Question 28

this phase focuses on the entire duration of the guest stay. The goal is to make guest stay satisfying

Answer 28

In stay (durations)

Question 29

the hotel prepares all necessary requirements to guest checks out from the hotel property. Future bookings may also be asked

Answer 29

departure

Question 30

upon guest departure, the hotel checks any lost items by guest

Answer 30

post departure

Question 31

all preference of the guest during his/her stay is inputted in the ____

Answer 31

PMS (Property Management System

Question 32

in the hotel vary in sizem classification, and amenities

Answer 32

guest rooms

Question 33

room designated for a single traveler

Answer 33

single room

Question 34

room with two double beds.
54x75

Answer 34

double room

Question 35

room with two single beds.
39x75

Answer 35

twin rooms

Question 36

complete room usually with a foyer that connects to one or more bedrooms. Usually these are the most expensive rooms in the hotel

Answer 36

suite rooms