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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. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions
The Discounting Dilemma
Two Components of Service Recovery
Cash Only Guests
Satisfaction
2. The room is not ready!
What is one of the biggest complaints at the front desk?
Synonymous with excellence
Reliability
Components of the service encounter
3. Noise - Temperature and Darkness
Quality Circles
Important Sleeping Amenities
The Registration Card
Preventing Complaints
4. The model for actively managing guest relations originated in another broader idea. Initially focus was manufacturing - producing products with zero defects.
Job of Management
Quality Circles
Total Quality Management (TQM)
Assurance
5. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...
Quality Guarantees
'Eye of the beholder'
Should management act on all fronts?
The Bell Staff
6. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions
Reliability
Additional Rate Factors
Components of the service encounter
Synonymous with excellence
7. Word of mouth - Personal needs and desires - Past Experiences - Marketing Communications
Blogs and Internet Reviews
How Service Expectations Are Formed
What do we sell in the hotel industry?
Important Sleeping Amenities
8. Tangibles -Reliability -Responsiveness -Assurance -Empathy
Government per diems
Comment Cards
Dimensions of Service Quality
Up Selling
9. Open to the world--need to monitor and respond rapidly
Uniformed Services Training
Blogs and Internet Reviews
Quality Circles
Job of Management
10. Service encounters during which service quality is judged
Dimensions of Service Quality
Quality Guarantees
Moments of truth
Components of the service encounter
11. Product -Processes -People -Outcomes
Preventing Complaints
Components of Quality Management
Value-Based
Rooming Slips
12. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'
Day Rate Rooms
Uniformed Service
Premium Periods
Cash Only Guests
13. Minimize complaints by informing about potential problems
Contents of the rooming slip
American Plan Day
Early Warning
Preventing Complaints
14. Consistent and accurate performance
Reliability
Discounting Profitability
Rooming Slips
The Building Cost Room Rate Formula
15. Charing per person - rather than per room. Trend in USA is to charge for the room - rather than per-person
Moments of truth
Double Occupancy
Rooming Slips
The Registration Card
16. Trade-off between value and price
Components of the service encounter
Value-Based
Empathy
Did Not Stay (DNS)
17. Willingness to help promptly
Value-Based
Contents of the rooming slip
The Bell Staff
Responsiveness
18. 'Best' of everything
Should management act on all fronts?
Synonymous with excellence
Auction Travel Sites
Government per diems
19. 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.
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20. Hotels can conveniently provide a range of 'complimentary' services - such as morning newspapers - local telephone calls - in-room coffee - the health club - spa - etc.
Value-Based
Components of the service encounter
Guest Communication
Resort Fees
21. Large rooms - many bathroom amenities
The Building Cost Room Rate Formula
Reliability
Resort Fees
Measurable Issues
22. Guests measure quality by comparison. If surprised by a better stay than anticipated - guests perceive quality to be high.
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23. 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
Dimensions of Service Quality
Day Rate Rooms
Empathy
Value-Based
24. 1) Solving the problem 2) Retaining the goodwill of the customer
Responsiveness
Complaints
Two Components of Service Recovery
Auction Travel Sites
25. Building - landscape - deocr and furnishings
Cash Only Guests
Two Components of Service Recovery
Tangibles
Uniformed Service
26. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services
Moments of truth
Uniformed Service
Empathy
Measurable Issues
27. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.
Important Sleeping Amenities
Empathy
Property Management System Algorithms
Rotation of Fronts
28. Arrivals for whom we have a vacated room - but that room is not ready yet
Rack Rate
Registered - Not Assigned (RNA)
Discounting Profitability
The Discounting Dilemma
29. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%
Reliability
Rack Rate
Quality Circles
Discounting Profitability
30. Flows the relationship between expectation and reality
Satisfaction
Preventing Complaints
Rack Rate
American Plan Day
31. Early Warning -Comment Cards -Blogs and Internet Reviews -Quality Circles
Preventing Complaints
Cash Only Guests
The Seller's View
Tangibles
32. Giving the workforce authority to act.
What do we sell in the hotel industry?
Empathy
Empowerment
Two Components of Service Recovery
33. Address 'expectations' through honest advertising that 'under-sells' -Address 'reality' through selection - training - empowerment of employees; high standards leading to 'over-delivery'
Quality Circles
Americans with Disabilities Act (ADA-1992)
Job of Management
The Bell Staff
34. The standard posted rate.
Rack Rate
Empathy
Early Warning
How Service Expectations Are Formed
35. Inspectors hired by outsiders or by hotel itself
Mystery Shoppers
Complaints
Should management act on all fronts?
The Seller's View
36. 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
Americans with Disabilities Act (ADA-1992)
Preventing Complaints
Moments of truth
The Registration Card
37. Sense of trustworthiness
Resort Fees
Preventing Complaints
Assurance
The Ideal Average Room Rate
38. A guest who registers but does not stay. Could be due to dissatisfaction or an incident in the hotel
Did Not Stay (DNS)
What is one of the biggest complaints at the front desk?
Important Sleeping Amenities
Guest Communication
39. Chains use their own inspectors. Announced and unannounced inspections. Measured against standards. Re-inspect after property gets opportunity to correct
Quality Control Through Inspection
Did Not Stay (DNS)
Up Selling
The Room Selection Process
40. Given to guests to verify name - room number and rate--corresponding to information on the registration card.
How Service Expectations Are Formed
Rooming Slips
'Eye of the beholder'
The Ideal Average Room Rate
41. Most guests do not complain. There are 10 unhappy customers for every visible complaint -Treat complaints as free consultancy
Empowerment
Contents of the rooming slip
Complaints
Upgrading
42. Guests on American Plan (AP) or modified American Plan (MAP) must be given their full quota of meals
Preventing Complaints
Service Recovery
American Plan Day
Cash Only Guests
43. What matters is what customers value
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44. Bad employees or disgruntled ones can also spoil image of hotel. Difficult to supervise interaction as they are out-of-sight.
Mystery Shoppers
Uniformed Services Training
'Eye of the beholder'
The Room Selection Process
45. Giving the guest a better room at a lower price
Up Selling
The Discounting Dilemma
Upgrading
Moments of truth
46. 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
Complaints
Dimensions of Service Quality
Quality Guarantees
Registered - Not Assigned (RNA)
47. Energy and other non-room surcharges.
Service Recovery
Mystery Shoppers
Additional Rate Factors
Important Sleeping Amenities
48. Encourage staff to communicate with guest--eye contact - greeting. Many guests return to hotel because of relationship with staff
Total Quality Management (TQM)
Guest Communication
Responsiveness
'Eye of the beholder'
49. Give no discounts - but give special benefits to those paying rack rate
It pays to pay rack rate
The Registration Card
How Service Expectations Are Formed
Service Recovery
50. Yes - temptation to act only on 'visible' areas
Resort Fees
The Seller's View
Should management act on all fronts?
How many times has the Ritz Carlton won the Malcom Baldridge award?