1. Which procedural element does the following definition indicate? “A manager or supervisor is on the floor at all times overseeing the work being done and providing assistance when necessary.”

a. Organization & supervision

b. Accommodation

c. Timeliness

d. Anticipation

2. “The bellmen are introduced by the front desk agent to escort the guest to the room.” To what procedural element does this benchmark most closely relate?

a. Incremental flow

b. Customer feedback

c. Communication

d. Organization & supervision

3. “Guests are offered a welcome beverage upon arrival.” To what procedural element does this benchmark most closely relate?

a. Anticipation

b. Communication

c. Accommodation

d. Timeliness

4. “Guest service representatives can answer all questions regarding guest reservations and hotel facilities.” To what personal element does this benchmark most closely relate?

a. Guidance

b. Selling skills

c. Gracious problem solving

d. Naming names