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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

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