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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. What matters is what customers value
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2. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.
The Building Cost Room Rate Formula
Rotation of Fronts
Contents of the rooming slip
The Registration Card
3. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%
Cash Only Guests
The Seller's View
Resort Fees
Discounting Profitability
4. Willingness to help promptly
Upgrading
Assurance
Uniformed Service
Responsiveness
5. The average room rate should equal $1 per $1000 of construction costs
It pays to pay rack rate
The Building Cost Room Rate Formula
Empowerment
Early Warning
6. Warm - heartfelt response
Assurance
Empathy
Complaints
Additional Rate Factors
7. 'Best' of everything
Quality Circles
Synonymous with excellence
'Eye of the beholder'
Day Rate Rooms
8. Charing per person - rather than per room. Trend in USA is to charge for the room - rather than per-person
Important Sleeping Amenities
Double Occupancy
Registered - Not Assigned (RNA)
Rack Rate
9. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.
The Room Selection Process
Value-Based
Satisfaction
The Ideal Average Room Rate
10. Encourage staff to communicate with guest--eye contact - greeting. Many guests return to hotel because of relationship with staff
Property Management System Algorithms
'Eye of the beholder'
Synonymous with excellence
Guest Communication
11. Identification -Marketing -Regulations -Instructional
Did Not Stay (DNS)
The Ideal Average Room Rate
What is one of the biggest complaints at the front desk?
Contents of the rooming slip
12. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...
Responsiveness
Reliability
The Bell Staff
Value-Based
13. Consistent and accurate performance
Reliability
Government per diems
How Service Expectations Are Formed
Quality Control Through Inspection
14. The room is not ready!
Quality Guarantees
What is one of the biggest complaints at the front desk?
Rack Rate
Uniformed Services Training
15. 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
Blogs and Internet Reviews
It pays to pay rack rate
The Registration Card
The Bell Staff
16. Giving the guest a better room at a lower price
Service Recovery
Upgrading
Satisfaction
Rack Rate
17. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services
Uniformed Service
Resort Fees
Value-Based
How many times has the Ritz Carlton won the Malcom Baldridge award?
18. 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
Mystery Shoppers
The Room Selection Process
Dimensions of Service Quality
19. Persuading a guest to take a better room at a higher rate
Up Selling
Assurance
Value-Based
Empowerment
20. 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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21. Giving the workforce authority to act.
Empowerment
The Building Cost Room Rate Formula
The Buyer's View
Day Rate Rooms
22. 2
Upgrading
Satisfaction
Uniformed Services Training
How many times has the Ritz Carlton won the Malcom Baldridge award?
23. Product -Processes -People -Outcomes
Two Components of Service Recovery
Additional Rate Factors
Components of Quality Management
What do we sell in the hotel industry?
24. Open to the world--need to monitor and respond rapidly
Satisfaction
Blogs and Internet Reviews
How many times has the Ritz Carlton won the Malcom Baldridge award?
Premium Periods
25. Guests measure quality by comparison. If surprised by a better stay than anticipated - guests perceive quality to be high.
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26. Tend to represent only extreme cases-confidential to management
Service Recovery
Uniformed Service
Job of Management
Comment Cards
27. 1) Solving the problem 2) Retaining the goodwill of the customer
Measurable Issues
Uniformed Service
The Discounting Dilemma
Two Components of Service Recovery
28. Large rooms - many bathroom amenities
Measurable Issues
Value-Based
Property Management System Algorithms
Empathy
29. 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
Uniformed Service
Discounting Profitability
Important Sleeping Amenities
Day Rate Rooms
30. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.
Should management act on all fronts?
Complaints
The Discounting Dilemma
Components of Quality Management
31. Inspectors hired by outsiders or by hotel itself
Mystery Shoppers
Premium Periods
Responsiveness
Uniformed Service
32. Flows the relationship between expectation and reality
Did Not Stay (DNS)
Satisfaction
Auction Travel Sites
Measurable Issues
33. Energy and other non-room surcharges.
Quality Guarantees
Additional Rate Factors
It pays to pay rack rate
Upgrading
34. Building - landscape - deocr and furnishings
Quality Guarantees
Day Rate Rooms
The Discounting Dilemma
Tangibles
35. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'
Premium Periods
Satisfaction
Auction Travel Sites
Total Quality Management (TQM)
36. Early Warning -Comment Cards -Blogs and Internet Reviews -Quality Circles
Preventing Complaints
Quality Control Through Inspection
Uniformed Services Training
It pays to pay rack rate
37. Sleep
Double Occupancy
What do we sell in the hotel industry?
Additional Rate Factors
Important Sleeping Amenities
38. Word of mouth - Personal needs and desires - Past Experiences - Marketing Communications
Mystery Shoppers
How Service Expectations Are Formed
Measurable Issues
Early Warning
39. 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
Complaints
Two Components of Service Recovery
Americans with Disabilities Act (ADA-1992)
Dimensions of Service Quality
40. Given to guests to verify name - room number and rate--corresponding to information on the registration card.
Did Not Stay (DNS)
Upgrading
Rooming Slips
Moments of truth
41. Small groups of employees who meet regularly as quasi-permanent teams to identify issues in delivering quality service
Quality Circles
Uniformed Services Training
How many times has the Ritz Carlton won the Malcom Baldridge award?
Cash Only Guests
42. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions
Americans with Disabilities Act (ADA-1992)
Assurance
How many times has the Ritz Carlton won the Malcom Baldridge award?
Cash Only Guests
43. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions
Empowerment
Components of the service encounter
Comment Cards
Components of Quality Management
44. Most guests do not complain. There are 10 unhappy customers for every visible complaint -Treat complaints as free consultancy
Contents of the rooming slip
Premium Periods
Complaints
Day Rate Rooms
45. A guest who registers but does not stay. Could be due to dissatisfaction or an incident in the hotel
How many times has the Ritz Carlton won the Malcom Baldridge award?
Did Not Stay (DNS)
Double Occupancy
Property Management System Algorithms
46. 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
The Ideal Average Room Rate
Reliability
Up Selling
47. Trade-off between value and price
Components of Quality Management
What do we sell in the hotel industry?
Value-Based
Empathy
48. Guests on American Plan (AP) or modified American Plan (MAP) must be given their full quota of meals
Components of Quality Management
Day Rate Rooms
Quality Guarantees
American Plan Day
49. Service encounters during which service quality is judged
Rack Rate
Cash Only Guests
Rooming Slips
Moments of truth
50. 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
Quality Guarantees
Property Management System Algorithms
Empowerment
Day Rate Rooms