1. When guest and employee meet “eyebal

1. When guest and employee meet “eyebal

1. When guest and employee meet "eyeball to eyeball", there's an opportunity for service to shine through. That opportunity has been called a:
a. Quality circle
b. Who-knows-why?
c. Quality guarantees
d. Moment of truth
e. None of the above

2. The lodging industry:
a. Has a highly perishable product
b. Experiences low turnover of employees
c. Pays exceptionally high salaries
d. Is treated unfairly under income tax laws
e. Both b an c

3. Boutique Hotels:
a. By definition, are "small hotels"
b. Have not yet attracted the attention of the chain
c. Operate with a higher RevPar than commercial hotels
d. Are almost always grande dames
e. Both c and d

Additional Requirements