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Test your basic knowledge |
Hotel Operations
Start Test
Study First
Subject
:
hospitality
Instructions:
Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can
study here
.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.
This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.
1. Arrivals for whom we have a vacated room - but that room is not ready yet
Blogs and Internet Reviews
Registered - Not Assigned (RNA)
The Buyer's View
Satisfaction
2. Address 'expectations' through honest advertising that 'under-sells' -Address 'reality' through selection - training - empowerment of employees; high standards leading to 'over-delivery'
Upgrading
Registered - Not Assigned (RNA)
Job of Management
Resort Fees
3. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions
Cash Only Guests
Mystery Shoppers
How many times has the Ritz Carlton won the Malcom Baldridge award?
The Ideal Average Room Rate
4. The average room rate should equal $1 per $1000 of construction costs
The Room Selection Process
The Building Cost Room Rate Formula
Responsiveness
Total Quality Management (TQM)
5. Easy to understand and communicate -Unconditional as far as possible -Guarantee should be meaningful -Easy for guest to collect -Provide appropriate compensation -Have tracking systems in place to identify problems
The Ideal Average Room Rate
Quality Guarantees
Complaints
Americans with Disabilities Act (ADA-1992)
6. Trade-off between value and price
Responsiveness
Early Warning
Important Sleeping Amenities
Value-Based
7. Giving the guest a better room at a lower price
Uniformed Service
Government per diems
Upgrading
Moments of truth
8. Early Warning -Comment Cards -Blogs and Internet Reviews -Quality Circles
Quality Guarantees
Empathy
Rotation of Fronts
Preventing Complaints
9. Willingness to help promptly
American Plan Day
Rotation of Fronts
Responsiveness
Uniformed Services Training
10. Special rates for stays of less than overnight. Perceived as only for shady business and/or prone to employee fraud and/or general accounting hassles
Double Occupancy
Quality Circles
Day Rate Rooms
Registered - Not Assigned (RNA)
11. Persuading a guest to take a better room at a higher rate
Up Selling
American Plan Day
The Buyer's View
Dimensions of Service Quality
12. Provides for changes to accommodate guests and employees with disabilities. Law enforced with fines and penalties. Requires changes in physical structures and hiring practices to accommodate the disabled - be they guest or employee
How Service Expectations Are Formed
Americans with Disabilities Act (ADA-1992)
It pays to pay rack rate
Two Components of Service Recovery
13. Consistent and accurate performance
Blogs and Internet Reviews
Measurable Issues
Auction Travel Sites
Reliability
14. Identification -Marketing -Regulations -Instructional
Government per diems
Contents of the rooming slip
Empowerment
Additional Rate Factors
15. Sense of trustworthiness
Assurance
Comment Cards
The Building Cost Room Rate Formula
Government per diems
16. Guests measure quality by comparison. If surprised by a better stay than anticipated - guests perceive quality to be high.
17. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.
It pays to pay rack rate
The Discounting Dilemma
Registered - Not Assigned (RNA)
Auction Travel Sites
18. Chains use their own inspectors. Announced and unannounced inspections. Measured against standards. Re-inspect after property gets opportunity to correct
Quality Control Through Inspection
The Bell Staff
Comment Cards
Preventing Complaints
19. In the U.S. we do not ask for a lot of information to put on it - but in Europe and South American they ask for a lot of information
Rack Rate
Components of the service encounter
The Registration Card
Americans with Disabilities Act (ADA-1992)
20. Energy and other non-room surcharges.
Synonymous with excellence
Guest Communication
Empowerment
Additional Rate Factors
21. Hotels can conveniently provide a range of 'complimentary' services - such as morning newspapers - local telephone calls - in-room coffee - the health club - spa - etc.
Resort Fees
Tangibles
Up Selling
Government per diems
22. Charing per person - rather than per room. Trend in USA is to charge for the room - rather than per-person
Contents of the rooming slip
Double Occupancy
Rotation of Fronts
Measurable Issues
23. Tangibles -Reliability -Responsiveness -Assurance -Empathy
The Building Cost Room Rate Formula
Dimensions of Service Quality
Components of Quality Management
Uniformed Services Training
24. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.
Auction Travel Sites
Reliability
Rotation of Fronts
Preventing Complaints
25. 'Best' of everything
Government per diems
Synonymous with excellence
Auction Travel Sites
Double Occupancy
26. Noise - Temperature and Darkness
Important Sleeping Amenities
Quality Guarantees
The Discounting Dilemma
It pays to pay rack rate
27. 2
How many times has the Ritz Carlton won the Malcom Baldridge award?
The Ideal Average Room Rate
Measurable Issues
Uniformed Services Training
28. Encourage staff to communicate with guest--eye contact - greeting. Many guests return to hotel because of relationship with staff
What is one of the biggest complaints at the front desk?
Up Selling
Guest Communication
What do we sell in the hotel industry?
29. Deep discount on-line sites - where customers bid for rates and hotels accept if they think the room will be empty otherwise
Registered - Not Assigned (RNA)
Job of Management
Americans with Disabilities Act (ADA-1992)
Auction Travel Sites
30. Open to the world--need to monitor and respond rapidly
The Building Cost Room Rate Formula
Important Sleeping Amenities
Blogs and Internet Reviews
Early Warning
31. Tend to represent only extreme cases-confidential to management
Total Quality Management (TQM)
The Bell Staff
Comment Cards
Empowerment
32. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.
Total Quality Management (TQM)
American Plan Day
The Room Selection Process
Preventing Complaints
33. Sleep
What do we sell in the hotel industry?
What is one of the biggest complaints at the front desk?
The Buyer's View
Property Management System Algorithms
34. Flows the relationship between expectation and reality
Upgrading
Guest Communication
Satisfaction
Cash Only Guests
35. Computer program to match reservations with rooms on a priority basis.
The Bell Staff
Auction Travel Sites
It pays to pay rack rate
Property Management System Algorithms
36. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%
Uniformed Service
Guest Communication
Responsiveness
Discounting Profitability
37. A guest who registers but does not stay. Could be due to dissatisfaction or an incident in the hotel
Uniformed Services Training
Did Not Stay (DNS)
Mystery Shoppers
Job of Management
38. The model for actively managing guest relations originated in another broader idea. Initially focus was manufacturing - producing products with zero defects.
Rotation of Fronts
Guest Communication
Important Sleeping Amenities
Total Quality Management (TQM)
39. Give no discounts - but give special benefits to those paying rack rate
Upgrading
Preventing Complaints
It pays to pay rack rate
Rack Rate
40. Service encounters during which service quality is judged
Moments of truth
Resort Fees
Quality Guarantees
Assurance
41. The standard posted rate.
Important Sleeping Amenities
Rack Rate
Discounting Profitability
How Service Expectations Are Formed
42. Minimize complaints by informing about potential problems
Measurable Issues
Early Warning
'Eye of the beholder'
How many times has the Ritz Carlton won the Malcom Baldridge award?
43. Guests on American Plan (AP) or modified American Plan (MAP) must be given their full quota of meals
Early Warning
Quality Control Through Inspection
Americans with Disabilities Act (ADA-1992)
American Plan Day
44. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'
Value-Based
Premium Periods
Upgrading
Uniformed Service
45. Building - landscape - deocr and furnishings
Tangibles
Assurance
The Buyer's View
Job of Management
46. Warm - heartfelt response
Empathy
Americans with Disabilities Act (ADA-1992)
Reliability
How Service Expectations Are Formed
47. What matters is what customers value
48. Word of mouth - Personal needs and desires - Past Experiences - Marketing Communications
How Service Expectations Are Formed
Tangibles
The Buyer's View
Upgrading
49. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services
Did Not Stay (DNS)
Blogs and Internet Reviews
Uniformed Service
What do we sell in the hotel industry?
50. Executives either make deliberate decisions to implement particular ideas or they passively accept ongoing practices. Management creates and implements a program of enhanced guest services.