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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. Bad employees or disgruntled ones can also spoil image of hotel. Difficult to supervise interaction as they are out-of-sight.
Uniformed Services Training
Quality Circles
Resort Fees
Did Not Stay (DNS)
2. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...
Blogs and Internet Reviews
The Bell Staff
The Discounting Dilemma
Registered - Not Assigned (RNA)
3. Yes - temptation to act only on 'visible' areas
Up Selling
Should management act on all fronts?
Rotation of Fronts
The Registration Card
4. 'Best' of everything
Uniformed Services Training
Total Quality Management (TQM)
Synonymous with excellence
The Discounting Dilemma
5. Giving the guest a better room at a lower price
It pays to pay rack rate
Responsiveness
Upgrading
Rotation of Fronts
6. Giving the workforce authority to act.
Preventing Complaints
Empowerment
Assurance
Premium Periods
7. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.
Empowerment
Rotation of Fronts
Americans with Disabilities Act (ADA-1992)
Complaints
8. Hotels can conveniently provide a range of 'complimentary' services - such as morning newspapers - local telephone calls - in-room coffee - the health club - spa - etc.
Contents of the rooming slip
What is one of the biggest complaints at the front desk?
Resort Fees
Early Warning
9. 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
Two Components of Service Recovery
Quality Circles
The Seller's View
Day Rate Rooms
10. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions
It pays to pay rack rate
Property Management System Algorithms
Uniformed Services Training
Components of the service encounter
11. Sense of trustworthiness
Premium Periods
Uniformed Service
Assurance
Synonymous with excellence
12. Inspectors hired by outsiders or by hotel itself
The Seller's View
Blogs and Internet Reviews
Day Rate Rooms
Mystery Shoppers
13. The room is not ready!
What is one of the biggest complaints at the front desk?
How Service Expectations Are Formed
Quality Control Through Inspection
It pays to pay rack rate
14. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%
Quality Circles
Discounting Profitability
Job of Management
How many times has the Ritz Carlton won the Malcom Baldridge award?
15. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services
The Registration Card
Moments of truth
Premium Periods
Uniformed Service
16. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.
Registered - Not Assigned (RNA)
Moments of truth
The Room Selection Process
Early Warning
17. The average room rate should equal $1 per $1000 of construction costs
The Building Cost Room Rate Formula
Value-Based
Uniformed Services Training
Moments of truth
18. Deep discount on-line sites - where customers bid for rates and hotels accept if they think the room will be empty otherwise
The Room Selection Process
Blogs and Internet Reviews
Property Management System Algorithms
Auction Travel Sites
19. The reversal of a problem
Total Quality Management (TQM)
Reliability
Empathy
Service Recovery
20. Encourage staff to communicate with guest--eye contact - greeting. Many guests return to hotel because of relationship with staff
Quality Control Through Inspection
Auction Travel Sites
Rack Rate
Guest Communication
21. The model for actively managing guest relations originated in another broader idea. Initially focus was manufacturing - producing products with zero defects.
The Building Cost Room Rate Formula
Total Quality Management (TQM)
Auction Travel Sites
Property Management System Algorithms
22. Noise - Temperature and Darkness
Important Sleeping Amenities
Government per diems
Quality Guarantees
It pays to pay rack rate
23. Large rooms - many bathroom amenities
Components of the service encounter
Value-Based
Measurable Issues
Mystery Shoppers
24. Energy and other non-room surcharges.
Empowerment
Additional Rate Factors
Blogs and Internet Reviews
Components of the service encounter
25. Tangibles -Reliability -Responsiveness -Assurance -Empathy
Value-Based
The Room Selection Process
The Ideal Average Room Rate
Dimensions of Service Quality
26. 2
Double Occupancy
Empathy
How many times has the Ritz Carlton won the Malcom Baldridge award?
Quality Circles
27. 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
The Discounting Dilemma
The Registration Card
Total Quality Management (TQM)
Property Management System Algorithms
28. 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.
29. Address 'expectations' through honest advertising that 'under-sells' -Address 'reality' through selection - training - empowerment of employees; high standards leading to 'over-delivery'
Job of Management
Assurance
'Eye of the beholder'
What is one of the biggest complaints at the front desk?
30. 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
Total Quality Management (TQM)
Preventing Complaints
Contents of the rooming slip
Quality Guarantees
31. Charing per person - rather than per room. Trend in USA is to charge for the room - rather than per-person
Empathy
Complaints
It pays to pay rack rate
Double Occupancy
32. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.
Resort Fees
The Ideal Average Room Rate
The Discounting Dilemma
How Service Expectations Are Formed
33. Warm - heartfelt response
Empathy
Upgrading
It pays to pay rack rate
What is one of the biggest complaints at the front desk?
34. Guests on American Plan (AP) or modified American Plan (MAP) must be given their full quota of meals
Reliability
What is one of the biggest complaints at the front desk?
Resort Fees
American Plan Day
35. What matters is what customers value
36. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'
Measurable Issues
Empathy
Mystery Shoppers
Premium Periods
37. Arrivals for whom we have a vacated room - but that room is not ready yet
Assurance
Registered - Not Assigned (RNA)
Two Components of Service Recovery
Service Recovery
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 do we sell in the hotel industry?
Quality Guarantees
Quality Control Through Inspection
39. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions
Quality Circles
The Building Cost Room Rate Formula
Moments of truth
Cash Only Guests
40. Consistent and accurate performance
Quality Circles
The Discounting Dilemma
Reliability
Service Recovery
41. Given to guests to verify name - room number and rate--corresponding to information on the registration card.
Responsiveness
The Buyer's View
The Building Cost Room Rate Formula
Rooming Slips
42. Tend to represent only extreme cases-confidential to management
What do we sell in the hotel industry?
Comment Cards
Service Recovery
It pays to pay rack rate
43. Give no discounts - but give special benefits to those paying rack rate
Discounting Profitability
It pays to pay rack rate
Uniformed Services Training
American Plan Day
44. 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
Two Components of Service Recovery
Premium Periods
Americans with Disabilities Act (ADA-1992)
Reliability
45. The government will pay only a fixed amount to its employee per day - so hotels charge less for government employees to get that business
'Eye of the beholder'
Government per diems
Should management act on all fronts?
Upgrading
46. Guests measure quality by comparison. If surprised by a better stay than anticipated - guests perceive quality to be high.
47. Product -Processes -People -Outcomes
Total Quality Management (TQM)
Components of Quality Management
How Service Expectations Are Formed
Should management act on all fronts?
48. Early Warning -Comment Cards -Blogs and Internet Reviews -Quality Circles
Up Selling
Preventing Complaints
Guest Communication
Blogs and Internet Reviews
49. Identification -Marketing -Regulations -Instructional
Contents of the rooming slip
Tangibles
Rotation of Fronts
Should management act on all fronts?
50. The standard posted rate.
What do we sell in the hotel industry?
Responsiveness
Synonymous with excellence
Rack Rate