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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. 2
Contents of the rooming slip
Satisfaction
How many times has the Ritz Carlton won the Malcom Baldridge award?
What is one of the biggest complaints at the front desk?
2. Inspectors hired by outsiders or by hotel itself
Mystery Shoppers
Rooming Slips
Resort Fees
Two Components of Service Recovery
3. Tend to represent only extreme cases-confidential to management
Discounting Profitability
Reliability
Comment Cards
Day Rate Rooms
4. Trade-off between value and price
The Buyer's View
Rotation of Fronts
Value-Based
Uniformed Service
5. 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
Should management act on all fronts?
Quality Guarantees
The Bell Staff
The Registration Card
6. 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
The Registration Card
Empowerment
What is one of the biggest complaints at the front desk?
Two Components of Service Recovery
7. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.
The Discounting Dilemma
Government per diems
Components of Quality Management
Quality Control Through Inspection
8. Product -Processes -People -Outcomes
Should management act on all fronts?
Components of Quality Management
Blogs and Internet Reviews
Mystery Shoppers
9. Arrivals for whom we have a vacated room - but that room is not ready yet
Should management act on all fronts?
Registered - Not Assigned (RNA)
Moments of truth
Total Quality Management (TQM)
10. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.
Empowerment
Quality Control Through Inspection
The Room Selection Process
Double Occupancy
11. Bad employees or disgruntled ones can also spoil image of hotel. Difficult to supervise interaction as they are out-of-sight.
Uniformed Services Training
Upgrading
Components of Quality Management
Empowerment
12. The room is not ready!
'Eye of the beholder'
Government per diems
Quality Control Through Inspection
What is one of the biggest complaints at the front desk?
13. Minimize complaints by informing about potential problems
'Eye of the beholder'
Double Occupancy
Early Warning
Satisfaction
14. Most guests do not complain. There are 10 unhappy customers for every visible complaint -Treat complaints as free consultancy
Day Rate Rooms
The Registration Card
Complaints
'Eye of the beholder'
15. Word of mouth - Personal needs and desires - Past Experiences - Marketing Communications
What is one of the biggest complaints at the front desk?
Americans with Disabilities Act (ADA-1992)
The Ideal Average Room Rate
How Service Expectations Are Formed
16. Give no discounts - but give special benefits to those paying rack rate
It pays to pay rack rate
Dimensions of Service Quality
Rack Rate
Measurable Issues
17. Consistent and accurate performance
Reliability
Did Not Stay (DNS)
Measurable Issues
Resort Fees
18. Willingness to help promptly
Registered - Not Assigned (RNA)
Responsiveness
Quality Circles
Quality Guarantees
19. What matters is what customers value
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20. Small groups of employees who meet regularly as quasi-permanent teams to identify issues in delivering quality service
Dimensions of Service Quality
Quality Guarantees
Quality Circles
Discounting Profitability
21. Given to guests to verify name - room number and rate--corresponding to information on the registration card.
Reliability
The Room Selection Process
What is one of the biggest complaints at the front desk?
Rooming Slips
22. 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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23. Assumes that at 70% occupancy - each room category is occupied at 70%
American Plan Day
Rooming Slips
The Ideal Average Room Rate
Upgrading
24. Persuading a guest to take a better room at a higher rate
The Buyer's View
The Building Cost Room Rate Formula
Up Selling
Dimensions of Service Quality
25. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions
Quality Circles
Cash Only Guests
Synonymous with excellence
Moments of truth
26. Noise - Temperature and Darkness
Important Sleeping Amenities
Contents of the rooming slip
Guest Communication
The Bell Staff
27. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%
Assurance
The Registration Card
Components of Quality Management
Discounting Profitability
28. Yes - temptation to act only on 'visible' areas
'Eye of the beholder'
Government per diems
Should management act on all fronts?
Auction Travel Sites
29. Chains use their own inspectors. Announced and unannounced inspections. Measured against standards. Re-inspect after property gets opportunity to correct
Quality Control Through Inspection
The Discounting Dilemma
Rooming Slips
It pays to pay rack rate
30. Encourage staff to communicate with guest--eye contact - greeting. Many guests return to hotel because of relationship with staff
Blogs and Internet Reviews
Rotation of Fronts
Guest Communication
The Registration Card
31. Guests on American Plan (AP) or modified American Plan (MAP) must be given their full quota of meals
American Plan Day
Upgrading
Satisfaction
Empathy
32. The government will pay only a fixed amount to its employee per day - so hotels charge less for government employees to get that business
Discounting Profitability
Government per diems
Guest Communication
Americans with Disabilities Act (ADA-1992)
33. 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
Moments of truth
Day Rate Rooms
How Service Expectations Are Formed
Service Recovery
34. Sense of trustworthiness
Day Rate Rooms
Assurance
How many times has the Ritz Carlton won the Malcom Baldridge award?
Moments of truth
35. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions
Components of the service encounter
Reliability
Empathy
How many times has the Ritz Carlton won the Malcom Baldridge award?
36. Computer program to match reservations with rooms on a priority basis.
Quality Control Through Inspection
Property Management System Algorithms
Cash Only Guests
Discounting Profitability
37. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...
Did Not Stay (DNS)
Uniformed Services Training
The Bell Staff
Upgrading
38. Identification -Marketing -Regulations -Instructional
Contents of the rooming slip
Two Components of Service Recovery
Government per diems
Components of the service encounter
39. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'
Premium Periods
How many times has the Ritz Carlton won the Malcom Baldridge award?
Blogs and Internet Reviews
Value-Based
40. Flows the relationship between expectation and reality
Satisfaction
Quality Control Through Inspection
Should management act on all fronts?
Additional Rate Factors
41. Charing per person - rather than per room. Trend in USA is to charge for the room - rather than per-person
Double Occupancy
American Plan Day
The Room Selection Process
Rooming Slips
42. Warm - heartfelt response
Empathy
The Registration Card
Service Recovery
Comment Cards
43. Building - landscape - deocr and furnishings
Quality Circles
How many times has the Ritz Carlton won the Malcom Baldridge award?
Tangibles
Job of Management
44. A guest who registers but does not stay. Could be due to dissatisfaction or an incident in the hotel
Rooming Slips
Upgrading
Did Not Stay (DNS)
Quality Circles
45. Tangibles -Reliability -Responsiveness -Assurance -Empathy
Synonymous with excellence
How Service Expectations Are Formed
Comment Cards
Dimensions of Service Quality
46. Service encounters during which service quality is judged
The Seller's View
Complaints
Rack Rate
Moments of truth
47. Sleep
Satisfaction
What do we sell in the hotel industry?
Total Quality Management (TQM)
Additional Rate Factors
48. Open to the world--need to monitor and respond rapidly
Up Selling
Quality Circles
The Room Selection Process
Blogs and Internet Reviews
49. 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
Americans with Disabilities Act (ADA-1992)
Uniformed Service
The Discounting Dilemma
Premium Periods
50. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services
The Bell Staff
Up Selling
Uniformed Service
'Eye of the beholder'