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