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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. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions
Double Occupancy
Value-Based
Components of the service encounter
It pays to pay rack rate
2. Energy and other non-room surcharges.
Additional Rate Factors
Uniformed Services Training
Components of Quality Management
Job of Management
3. Minimize complaints by informing about potential problems
Total Quality Management (TQM)
American Plan Day
Cash Only Guests
Early Warning
4. Early Warning -Comment Cards -Blogs and Internet Reviews -Quality Circles
Empowerment
Preventing Complaints
'Eye of the beholder'
Property Management System Algorithms
5. Tend to represent only extreme cases-confidential to management
Registered - Not Assigned (RNA)
'Eye of the beholder'
Comment Cards
How many times has the Ritz Carlton won the Malcom Baldridge award?
6. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.
Rack Rate
Did Not Stay (DNS)
Measurable Issues
Rotation of Fronts
7. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions
Important Sleeping Amenities
Cash Only Guests
Rotation of Fronts
Quality Circles
8. Open to the world--need to monitor and respond rapidly
Registered - Not Assigned (RNA)
Blogs and Internet Reviews
Moments of truth
Components of Quality Management
9. 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
Components of the service encounter
Registered - Not Assigned (RNA)
Government per diems
10. What matters is what customers value
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11. 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
Measurable Issues
Upgrading
Quality Guarantees
The Buyer's View
12. Computer program to match reservations with rooms on a priority basis.
Should management act on all fronts?
The Ideal Average Room Rate
Moments of truth
Property Management System Algorithms
13. 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
Service Recovery
How many times has the Ritz Carlton won the Malcom Baldridge award?
Total Quality Management (TQM)
Day Rate Rooms
14. Guests measure quality by comparison. If surprised by a better stay than anticipated - guests perceive quality to be high.
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15. Give no discounts - but give special benefits to those paying rack rate
The Bell Staff
Mystery Shoppers
It pays to pay rack rate
Value-Based
16. Identification -Marketing -Regulations -Instructional
Auction Travel Sites
Measurable Issues
The Bell Staff
Contents of the rooming slip
17. Trade-off between value and price
Quality Guarantees
The Ideal Average Room Rate
Empowerment
Value-Based
18. Sense of trustworthiness
Assurance
Should management act on all fronts?
Responsiveness
Complaints
19. Inspectors hired by outsiders or by hotel itself
Early Warning
Uniformed Services Training
It pays to pay rack rate
Mystery Shoppers
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. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.
Double Occupancy
The Seller's View
Empowerment
The Discounting Dilemma
22. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%
Discounting Profitability
Preventing Complaints
Blogs and Internet Reviews
Additional Rate Factors
23. Bad employees or disgruntled ones can also spoil image of hotel. Difficult to supervise interaction as they are out-of-sight.
Government per diems
Job of Management
The Room Selection Process
Uniformed Services Training
24. 1) Solving the problem 2) Retaining the goodwill of the customer
Two Components of Service Recovery
Moments of truth
Property Management System Algorithms
Double Occupancy
25. Small groups of employees who meet regularly as quasi-permanent teams to identify issues in delivering quality service
Service Recovery
Assurance
Quality Circles
Cash Only Guests
26. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.
The Room Selection Process
The Discounting Dilemma
Government per diems
Guest Communication
27. The room is not ready!
Components of Quality Management
Quality Control Through Inspection
What is one of the biggest complaints at the front desk?
Total Quality Management (TQM)
28. Guests on American Plan (AP) or modified American Plan (MAP) must be given their full quota of meals
Satisfaction
American Plan Day
'Eye of the beholder'
Guest Communication
29. Word of mouth - Personal needs and desires - Past Experiences - Marketing Communications
It pays to pay rack rate
Satisfaction
Value-Based
How Service Expectations Are Formed
30. The standard posted rate.
The Ideal Average Room Rate
Rack Rate
Mystery Shoppers
Registered - Not Assigned (RNA)
31. Willingness to help promptly
Registered - Not Assigned (RNA)
Responsiveness
Early Warning
The Buyer's View
32. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services
Uniformed Service
Contents of the rooming slip
Value-Based
Reliability
33. 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
Quality Circles
Uniformed Service
The Registration Card
Should management act on all fronts?
34. Service encounters during which service quality is judged
Important Sleeping Amenities
Moments of truth
Job of Management
Guest Communication
35. Large rooms - many bathroom amenities
Responsiveness
Measurable Issues
Preventing Complaints
Uniformed Services Training
36. Flows the relationship between expectation and reality
The Ideal Average Room Rate
Satisfaction
Upgrading
Uniformed Service
37. Yes - temptation to act only on 'visible' areas
Should management act on all fronts?
Quality Control Through Inspection
Preventing Complaints
The Buyer's View
38. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'
Up Selling
Premium Periods
What do we sell in the hotel industry?
Uniformed Service
39. Product -Processes -People -Outcomes
Early Warning
Mystery Shoppers
The Discounting Dilemma
Components of Quality Management
40. The government will pay only a fixed amount to its employee per day - so hotels charge less for government employees to get that business
Quality Control Through Inspection
Did Not Stay (DNS)
Empowerment
Government per diems
41. Arrivals for whom we have a vacated room - but that room is not ready yet
Contents of the rooming slip
Synonymous with excellence
Registered - Not Assigned (RNA)
Preventing Complaints
42. Most guests do not complain. There are 10 unhappy customers for every visible complaint -Treat complaints as free consultancy
Complaints
Dimensions of Service Quality
Additional Rate Factors
American Plan Day
43. 2
What is one of the biggest complaints at the front desk?
Dimensions of Service Quality
Mystery Shoppers
How many times has the Ritz Carlton won the Malcom Baldridge award?
44. Hotels can conveniently provide a range of 'complimentary' services - such as morning newspapers - local telephone calls - in-room coffee - the health club - spa - etc.
Discounting Profitability
Resort Fees
Components of Quality Management
Measurable Issues
45. Giving the workforce authority to act.
Cash Only Guests
Empowerment
The Discounting Dilemma
Quality Guarantees
46. Building - landscape - deocr and furnishings
Components of Quality Management
The Seller's View
Job of Management
Tangibles
47. The model for actively managing guest relations originated in another broader idea. Initially focus was manufacturing - producing products with zero defects.
Total Quality Management (TQM)
Satisfaction
Discounting Profitability
American Plan Day
48. Chains use their own inspectors. Announced and unannounced inspections. Measured against standards. Re-inspect after property gets opportunity to correct
Rotation of Fronts
Empathy
Satisfaction
Quality Control Through Inspection
49. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...
The Bell Staff
Contents of the rooming slip
Service Recovery
Uniformed Service
50. The reversal of a problem
Quality Circles
Satisfaction
Service Recovery
Blogs and Internet Reviews