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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. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.
Quality Control Through Inspection
Rotation of Fronts
Blogs and Internet Reviews
Discounting Profitability
2. 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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3. Most guests do not complain. There are 10 unhappy customers for every visible complaint -Treat complaints as free consultancy
Early Warning
Day Rate Rooms
Complaints
'Eye of the beholder'
4. The model for actively managing guest relations originated in another broader idea. Initially focus was manufacturing - producing products with zero defects.
Tangibles
Complaints
What do we sell in the hotel industry?
Total Quality Management (TQM)
5. Guests on American Plan (AP) or modified American Plan (MAP) must be given their full quota of meals
American Plan Day
Tangibles
Day Rate Rooms
Moments of truth
6. Bad employees or disgruntled ones can also spoil image of hotel. Difficult to supervise interaction as they are out-of-sight.
Uniformed Services Training
Did Not Stay (DNS)
Service Recovery
The Ideal Average Room Rate
7. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.
The Seller's View
Measurable Issues
Job of Management
The Discounting Dilemma
8. Willingness to help promptly
Double Occupancy
Important Sleeping Amenities
Responsiveness
Moments of truth
9. Minimize complaints by informing about potential problems
Early Warning
Government per diems
Synonymous with excellence
Satisfaction
10. Hotels can conveniently provide a range of 'complimentary' services - such as morning newspapers - local telephone calls - in-room coffee - the health club - spa - etc.
It pays to pay rack rate
Resort Fees
Americans with Disabilities Act (ADA-1992)
Quality Control Through Inspection
11. Given to guests to verify name - room number and rate--corresponding to information on the registration card.
Up Selling
What do we sell in the hotel industry?
Rooming Slips
Quality Circles
12. Giving the guest a better room at a lower price
Did Not Stay (DNS)
Upgrading
Blogs and Internet Reviews
Synonymous with excellence
13. Large rooms - many bathroom amenities
Components of the service encounter
Measurable Issues
Two Components of Service Recovery
It pays to pay rack rate
14. Early Warning -Comment Cards -Blogs and Internet Reviews -Quality Circles
Preventing Complaints
Registered - Not Assigned (RNA)
The Building Cost Room Rate Formula
The Bell Staff
15. Service encounters during which service quality is judged
The Room Selection Process
Empowerment
Components of the service encounter
Moments of truth
16. The standard posted rate.
Rack Rate
'Eye of the beholder'
Responsiveness
Empathy
17. The reversal of a problem
Americans with Disabilities Act (ADA-1992)
The Building Cost Room Rate Formula
Comment Cards
Service Recovery
18. Open to the world--need to monitor and respond rapidly
Blogs and Internet Reviews
Americans with Disabilities Act (ADA-1992)
Double Occupancy
American Plan Day
19. 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
Discounting Profitability
The Registration Card
Empowerment
Mystery Shoppers
20. 1) Solving the problem 2) Retaining the goodwill of the customer
Uniformed Services Training
Two Components of Service Recovery
Job of Management
Cash Only Guests
21. The room is not ready!
Important Sleeping Amenities
What is one of the biggest complaints at the front desk?
Total Quality Management (TQM)
Rack Rate
22. Noise - Temperature and Darkness
Important Sleeping Amenities
Synonymous with excellence
Measurable Issues
Double Occupancy
23. Give no discounts - but give special benefits to those paying rack rate
It pays to pay rack rate
Cash Only Guests
Additional Rate Factors
Resort Fees
24. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions
Day Rate Rooms
Components of the service encounter
Americans with Disabilities Act (ADA-1992)
What do we sell in the hotel industry?
25. The government will pay only a fixed amount to its employee per day - so hotels charge less for government employees to get that business
Tangibles
Government per diems
Cash Only Guests
It pays to pay rack rate
26. Tangibles -Reliability -Responsiveness -Assurance -Empathy
Dimensions of Service Quality
Did Not Stay (DNS)
Empathy
'Eye of the beholder'
27. Sleep
Uniformed Services Training
The Registration Card
What do we sell in the hotel industry?
Value-Based
28. 'Best' of everything
Premium Periods
Quality Guarantees
Measurable Issues
Synonymous with excellence
29. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'
Components of the service encounter
Premium Periods
Guest Communication
Registered - Not Assigned (RNA)
30. The average room rate should equal $1 per $1000 of construction costs
The Building Cost Room Rate Formula
Government per diems
Dimensions of Service Quality
Early Warning
31. Address 'expectations' through honest advertising that 'under-sells' -Address 'reality' through selection - training - empowerment of employees; high standards leading to 'over-delivery'
The Room Selection Process
'Eye of the beholder'
Important Sleeping Amenities
Job of Management
32. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%
Property Management System Algorithms
Discounting Profitability
Value-Based
Guest Communication
33. Giving the workforce authority to act.
What is one of the biggest complaints at the front desk?
Job of Management
Empowerment
Americans with Disabilities Act (ADA-1992)
34. 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
Day Rate Rooms
Blogs and Internet Reviews
Cash Only Guests
Rooming Slips
35. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.
How many times has the Ritz Carlton won the Malcom Baldridge award?
Satisfaction
The Room Selection Process
Day Rate Rooms
36. Encourage staff to communicate with guest--eye contact - greeting. Many guests return to hotel because of relationship with staff
Guest Communication
Did Not Stay (DNS)
Day Rate Rooms
Preventing Complaints
37. 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
The Buyer's View
Responsiveness
Measurable Issues
38. Consistent and accurate performance
Reliability
Did Not Stay (DNS)
The Ideal Average Room Rate
Government per diems
39. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions
Tangibles
Did Not Stay (DNS)
The Room Selection Process
Cash Only Guests
40. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...
Tangibles
Auction Travel Sites
Additional Rate Factors
The Bell Staff
41. 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
Guest Communication
Did Not Stay (DNS)
What is one of the biggest complaints at the front desk?
Americans with Disabilities Act (ADA-1992)
42. Small groups of employees who meet regularly as quasi-permanent teams to identify issues in delivering quality service
Service Recovery
Quality Circles
Rooming Slips
Premium Periods
43. Arrivals for whom we have a vacated room - but that room is not ready yet
Tangibles
Responsiveness
Registered - Not Assigned (RNA)
Should management act on all fronts?
44. Persuading a guest to take a better room at a higher rate
What is one of the biggest complaints at the front desk?
Guest Communication
Up Selling
The Room Selection Process
45. Inspectors hired by outsiders or by hotel itself
The Buyer's View
Important Sleeping Amenities
Mystery Shoppers
Should management act on all fronts?
46. Chains use their own inspectors. Announced and unannounced inspections. Measured against standards. Re-inspect after property gets opportunity to correct
Quality Control Through Inspection
Did Not Stay (DNS)
Resort Fees
Assurance
47. 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
How many times has the Ritz Carlton won the Malcom Baldridge award?
Quality Guarantees
The Room Selection Process
Day Rate Rooms
48. A guest who registers but does not stay. Could be due to dissatisfaction or an incident in the hotel
Did Not Stay (DNS)
Property Management System Algorithms
Uniformed Services Training
Reliability
49. What matters is what customers value
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50. Identification -Marketing -Regulations -Instructional
Contents of the rooming slip
Moments of truth
Uniformed Services Training
Mystery Shoppers