The authors define total quality management or customer service management as an attitude that has every employee acting like a concierge and thinking like a manager.
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Q1: To show that the every complaint is
Q2: A "road warrior"is a frequent, business traveler
Q4: The best type of quality guarantee is
Q5: Angry guests can be mollified if the
Q6: A duvet is a:
A) Washable cover that
Q7: TQM (Total Quality Management):
A) Overlooks mistakes made
Q8: When guest and employee meet "eyeball to
Q9: Which hotel chain has won two Malcolm
Q10: The American Hotel & Motel Association (AH&MA)
Q11: Identify one complaint that guests will frequently
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