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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. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...
Complaints
The Bell Staff
Americans with Disabilities Act (ADA-1992)
How many times has the Ritz Carlton won the Malcom Baldridge award?
2. Sense of trustworthiness
Assurance
'Eye of the beholder'
Satisfaction
It pays to pay rack rate
3. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'
Premium Periods
Dimensions of Service Quality
Up Selling
Empathy
4. Charing per person - rather than per room. Trend in USA is to charge for the room - rather than per-person
Double Occupancy
Total Quality Management (TQM)
Dimensions of Service Quality
Mystery Shoppers
5. 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
Rooming Slips
Americans with Disabilities Act (ADA-1992)
Service Recovery
Value-Based
6. 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
Day Rate Rooms
It pays to pay rack rate
Measurable Issues
7. Tangibles -Reliability -Responsiveness -Assurance -Empathy
Dimensions of Service Quality
Total Quality Management (TQM)
Rotation of Fronts
Components of the service encounter
8. The reversal of a problem
Service Recovery
Empowerment
How Service Expectations Are Formed
Important Sleeping Amenities
9. The government will pay only a fixed amount to its employee per day - so hotels charge less for government employees to get that business
Government per diems
Cash Only Guests
Moments of truth
How many times has the Ritz Carlton won the Malcom Baldridge award?
10. Inspectors hired by outsiders or by hotel itself
Reliability
The Discounting Dilemma
What is one of the biggest complaints at the front desk?
Mystery Shoppers
11. Guests on American Plan (AP) or modified American Plan (MAP) must be given their full quota of meals
The Ideal Average Room Rate
American Plan Day
Registered - Not Assigned (RNA)
Rack Rate
12. Warm - heartfelt response
What is one of the biggest complaints at the front desk?
It pays to pay rack rate
Day Rate Rooms
Empathy
13. Computer program to match reservations with rooms on a priority basis.
Upgrading
Property Management System Algorithms
How Service Expectations Are Formed
Rack Rate
14. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.
It pays to pay rack rate
The Room Selection Process
Value-Based
Satisfaction
15. Product -Processes -People -Outcomes
Components of Quality Management
Did Not Stay (DNS)
Empowerment
Moments of truth
16. Yes - temptation to act only on 'visible' areas
Should management act on all fronts?
It pays to pay rack rate
Rack Rate
Blogs and Internet Reviews
17. 1) Solving the problem 2) Retaining the goodwill of the customer
Rooming Slips
Registered - Not Assigned (RNA)
Did Not Stay (DNS)
Two Components of Service Recovery
18. Most guests do not complain. There are 10 unhappy customers for every visible complaint -Treat complaints as free consultancy
Components of Quality Management
Complaints
The Discounting Dilemma
Property Management System Algorithms
19. 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.
20. Guests measure quality by comparison. If surprised by a better stay than anticipated - guests perceive quality to be high.
21. 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)
The Building Cost Room Rate Formula
Preventing Complaints
Empowerment
22. Identification -Marketing -Regulations -Instructional
Additional Rate Factors
Contents of the rooming slip
Uniformed Services Training
The Discounting Dilemma
23. Word of mouth - Personal needs and desires - Past Experiences - Marketing Communications
How Service Expectations Are Formed
Job of Management
Up Selling
Uniformed Service
24. Large rooms - many bathroom amenities
Measurable Issues
How Service Expectations Are Formed
The Discounting Dilemma
Double Occupancy
25. Flows the relationship between expectation and reality
Quality Guarantees
Assurance
Uniformed Service
Satisfaction
26. Sleep
Did Not Stay (DNS)
Quality Control Through Inspection
What do we sell in the hotel industry?
Job of Management
27. Giving the guest a better room at a lower price
Early Warning
Premium Periods
Up Selling
Upgrading
28. 2
Did Not Stay (DNS)
Mystery Shoppers
How many times has the Ritz Carlton won the Malcom Baldridge award?
Double Occupancy
29. Persuading a guest to take a better room at a higher rate
The Buyer's View
How many times has the Ritz Carlton won the Malcom Baldridge award?
Up Selling
Empathy
30. Deep discount on-line sites - where customers bid for rates and hotels accept if they think the room will be empty otherwise
Components of the service encounter
Auction Travel Sites
Total Quality Management (TQM)
The Building Cost Room Rate Formula
31. Energy and other non-room surcharges.
The Discounting Dilemma
Additional Rate Factors
Moments of truth
The Ideal Average Room Rate
32. 'Best' of everything
Synonymous with excellence
The Bell Staff
Double Occupancy
Reliability
33. Small groups of employees who meet regularly as quasi-permanent teams to identify issues in delivering quality service
Synonymous with excellence
Preventing Complaints
The Registration Card
Quality Circles
34. Giving the workforce authority to act.
Job of Management
Uniformed Service
Empowerment
Responsiveness
35. The standard posted rate.
Cash Only Guests
Rack Rate
The Seller's View
Upgrading
36. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions
Components of the service encounter
Early Warning
Comment Cards
Blogs and Internet Reviews
37. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions
Important Sleeping Amenities
Up Selling
Cash Only Guests
Uniformed Services Training
38. Arrivals for whom we have a vacated room - but that room is not ready yet
Property Management System Algorithms
Synonymous with excellence
Registered - Not Assigned (RNA)
Double Occupancy
39. Chains use their own inspectors. Announced and unannounced inspections. Measured against standards. Re-inspect after property gets opportunity to correct
Quality Control Through Inspection
Comment Cards
American Plan Day
Government per diems
40. Give no discounts - but give special benefits to those paying rack rate
It pays to pay rack rate
Registered - Not Assigned (RNA)
Preventing Complaints
Service Recovery
41. The room is not ready!
What is one of the biggest complaints at the front desk?
Components of Quality Management
Resort Fees
Day Rate Rooms
42. Open to the world--need to monitor and respond rapidly
Blogs and Internet Reviews
Early Warning
Tangibles
Uniformed Services Training
43. 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
Comment Cards
Components of Quality Management
Cash Only Guests
Day Rate Rooms
44. Assumes that at 70% occupancy - each room category is occupied at 70%
The Ideal Average Room Rate
Important Sleeping Amenities
Blogs and Internet Reviews
Did Not Stay (DNS)
45. Encourage staff to communicate with guest--eye contact - greeting. Many guests return to hotel because of relationship with staff
Rack Rate
It pays to pay rack rate
Uniformed Services Training
Guest Communication
46. The average room rate should equal $1 per $1000 of construction costs
The Building Cost Room Rate Formula
Property Management System Algorithms
Synonymous with excellence
Satisfaction
47. Willingness to help promptly
Responsiveness
The Room Selection Process
American Plan Day
Resort Fees
48. Noise - Temperature and Darkness
Registered - Not Assigned (RNA)
'Eye of the beholder'
Important Sleeping Amenities
What do we sell in the hotel industry?
49. Address 'expectations' through honest advertising that 'under-sells' -Address 'reality' through selection - training - empowerment of employees; high standards leading to 'over-delivery'
Value-Based
Comment Cards
Early Warning
Job of Management
50. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%
Discounting Profitability
Guest Communication
Rack Rate
Components of Quality Management