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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. Building - landscape - deocr and furnishings
Tangibles
Complaints
Responsiveness
Uniformed Services Training
2. Warm - heartfelt response
Responsiveness
Rack Rate
Empathy
Contents of the rooming slip
3. Sleep
Components of the service encounter
What do we sell in the hotel industry?
How Service Expectations Are Formed
Upgrading
4. Charing per person - rather than per room. Trend in USA is to charge for the room - rather than per-person
Components of the service encounter
Double Occupancy
Blogs and Internet Reviews
'Eye of the beholder'
5. Guests measure quality by comparison. If surprised by a better stay than anticipated - guests perceive quality to be high.
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6. Arrivals for whom we have a vacated room - but that room is not ready yet
Measurable Issues
Rooming Slips
Registered - Not Assigned (RNA)
Day Rate Rooms
7. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions
What is one of the biggest complaints at the front desk?
The Registration Card
Rooming Slips
Components of the service encounter
8. Computer program to match reservations with rooms on a priority basis.
Empowerment
Property Management System Algorithms
Blogs and Internet Reviews
What do we sell in the hotel industry?
9. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.
Rotation of Fronts
Rooming Slips
Government per diems
The Seller's View
10. Energy and other non-room surcharges.
It pays to pay rack rate
Additional Rate Factors
Important Sleeping Amenities
Reliability
11. Giving the workforce authority to act.
Tangibles
Comment Cards
Empathy
Empowerment
12. Most guests do not complain. There are 10 unhappy customers for every visible complaint -Treat complaints as free consultancy
Upgrading
Total Quality Management (TQM)
It pays to pay rack rate
Complaints
13. Deep discount on-line sites - where customers bid for rates and hotels accept if they think the room will be empty otherwise
Americans with Disabilities Act (ADA-1992)
Blogs and Internet Reviews
The Building Cost Room Rate Formula
Auction Travel Sites
14. Minimize complaints by informing about potential problems
Mystery Shoppers
Americans with Disabilities Act (ADA-1992)
The Discounting Dilemma
Early Warning
15. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.
Discounting Profitability
The Discounting Dilemma
Important Sleeping Amenities
Premium Periods
16. Address 'expectations' through honest advertising that 'under-sells' -Address 'reality' through selection - training - empowerment of employees; high standards leading to 'over-delivery'
'Eye of the beholder'
How Service Expectations Are Formed
Complaints
Job of Management
17. The standard posted rate.
Guest Communication
Registered - Not Assigned (RNA)
Rack Rate
Two Components of Service Recovery
18. Willingness to help promptly
Mystery Shoppers
Additional Rate Factors
Quality Circles
Responsiveness
19. 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
The Room Selection Process
Uniformed Service
Additional Rate Factors
Day Rate Rooms
20. Give no discounts - but give special benefits to those paying rack rate
It pays to pay rack rate
Uniformed Services Training
Double Occupancy
Cash Only Guests
21. Inspectors hired by outsiders or by hotel itself
Quality Guarantees
Empathy
Mystery Shoppers
Double Occupancy
22. 1) Solving the problem 2) Retaining the goodwill of the customer
Quality Circles
Components of Quality Management
Two Components of Service Recovery
Comment Cards
23. Product -Processes -People -Outcomes
Components of Quality Management
Americans with Disabilities Act (ADA-1992)
Preventing Complaints
The Buyer's View
24. Giving the guest a better room at a lower price
Synonymous with excellence
The Ideal Average Room Rate
The Bell Staff
Upgrading
25. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.
The Room Selection Process
The Buyer's View
The Seller's View
Empathy
26. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services
Uniformed Service
Satisfaction
Blogs and Internet Reviews
The Registration Card
27. Given to guests to verify name - room number and rate--corresponding to information on the registration card.
Additional Rate Factors
The Room Selection Process
What is one of the biggest complaints at the front desk?
Rooming Slips
28. 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
Empowerment
Americans with Disabilities Act (ADA-1992)
Components of the service encounter
Early Warning
29. 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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30. Guests on American Plan (AP) or modified American Plan (MAP) must be given their full quota of meals
Empathy
American Plan Day
How many times has the Ritz Carlton won the Malcom Baldridge award?
Two Components of Service Recovery
31. Bad employees or disgruntled ones can also spoil image of hotel. Difficult to supervise interaction as they are out-of-sight.
Uniformed Services Training
Components of Quality Management
Double Occupancy
The Room Selection Process
32. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%
Early Warning
Discounting Profitability
The Bell Staff
Mystery Shoppers
33. The room is not ready!
Components of the service encounter
Did Not Stay (DNS)
Value-Based
What is one of the biggest complaints at the front desk?
34. Tend to represent only extreme cases-confidential to management
The Discounting Dilemma
Important Sleeping Amenities
Comment Cards
Measurable Issues
35. Early Warning -Comment Cards -Blogs and Internet Reviews -Quality Circles
Job of Management
Should management act on all fronts?
Quality Circles
Preventing Complaints
36. Persuading a guest to take a better room at a higher rate
Empathy
Up Selling
'Eye of the beholder'
Value-Based
37. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'
Important Sleeping Amenities
Two Components of Service Recovery
Satisfaction
Premium Periods
38. Chains use their own inspectors. Announced and unannounced inspections. Measured against standards. Re-inspect after property gets opportunity to correct
Upgrading
Quality Control Through Inspection
Moments of truth
The Ideal Average Room Rate
39. The reversal of a problem
Service Recovery
Resort Fees
Auction Travel Sites
Quality Circles
40. A guest who registers but does not stay. Could be due to dissatisfaction or an incident in the hotel
Premium Periods
Moments of truth
Synonymous with excellence
Did Not Stay (DNS)
41. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions
What do we sell in the hotel industry?
Cash Only Guests
Quality Circles
Resort Fees
42. 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
Auction Travel Sites
Quality Guarantees
American Plan Day
Discounting Profitability
43. Identification -Marketing -Regulations -Instructional
Property Management System Algorithms
Contents of the rooming slip
Rooming Slips
Discounting Profitability
44. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...
Rack Rate
The Bell Staff
Registered - Not Assigned (RNA)
Measurable Issues
45. Tangibles -Reliability -Responsiveness -Assurance -Empathy
Dimensions of Service Quality
Should management act on all fronts?
The Discounting Dilemma
Resort Fees
46. The government will pay only a fixed amount to its employee per day - so hotels charge less for government employees to get that business
Moments of truth
Government per diems
Measurable Issues
The Seller's View
47. Sense of trustworthiness
Quality Guarantees
Assurance
Components of Quality Management
What is one of the biggest complaints at the front desk?
48. Noise - Temperature and Darkness
The Buyer's View
Did Not Stay (DNS)
The Discounting Dilemma
Important Sleeping Amenities
49. 2
How many times has the Ritz Carlton won the Malcom Baldridge award?
Dimensions of Service Quality
It pays to pay rack rate
Additional Rate Factors
50. Small groups of employees who meet regularly as quasi-permanent teams to identify issues in delivering quality service
Auction Travel Sites
How many times has the Ritz Carlton won the Malcom Baldridge award?
Satisfaction
Quality Circles