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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. Minimize complaints by informing about potential problems
The Buyer's View
Moments of truth
Early Warning
Tangibles
2. Willingness to help promptly
Americans with Disabilities Act (ADA-1992)
It pays to pay rack rate
Empowerment
Responsiveness
3. Word of mouth - Personal needs and desires - Past Experiences - Marketing Communications
Americans with Disabilities Act (ADA-1992)
Dimensions of Service Quality
How Service Expectations Are Formed
Did Not Stay (DNS)
4. 2
The Seller's View
Responsiveness
How many times has the Ritz Carlton won the Malcom Baldridge award?
The Bell Staff
5. Give no discounts - but give special benefits to those paying rack rate
It pays to pay rack rate
Comment Cards
Reliability
Complaints
6. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.
Rooming Slips
The Room Selection Process
Synonymous with excellence
Rotation of Fronts
7. The average room rate should equal $1 per $1000 of construction costs
Two Components of Service Recovery
The Building Cost Room Rate Formula
Blogs and Internet Reviews
Tangibles
8. Chains use their own inspectors. Announced and unannounced inspections. Measured against standards. Re-inspect after property gets opportunity to correct
What do we sell in the hotel industry?
Rotation of Fronts
Guest Communication
Quality Control Through Inspection
9. The model for actively managing guest relations originated in another broader idea. Initially focus was manufacturing - producing products with zero defects.
Components of Quality Management
Total Quality Management (TQM)
Synonymous with excellence
Responsiveness
10. Noise - Temperature and Darkness
Day Rate Rooms
Contents of the rooming slip
Auction Travel Sites
Important Sleeping Amenities
11. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.
Empowerment
Quality Control Through Inspection
Value-Based
The Discounting Dilemma
12. Guests on American Plan (AP) or modified American Plan (MAP) must be given their full quota of meals
It pays to pay rack rate
American Plan Day
Quality Guarantees
Measurable Issues
13. What matters is what customers value
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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. Computer program to match reservations with rooms on a priority basis.
Property Management System Algorithms
It pays to pay rack rate
The Discounting Dilemma
What is one of the biggest complaints at the front desk?
16. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services
Double Occupancy
Components of Quality Management
Dimensions of Service Quality
Uniformed Service
17. Persuading a guest to take a better room at a higher rate
Mystery Shoppers
Up Selling
Complaints
The Building Cost Room Rate Formula
18. Address 'expectations' through honest advertising that 'under-sells' -Address 'reality' through selection - training - empowerment of employees; high standards leading to 'over-delivery'
The Bell Staff
The Buyer's View
Uniformed Services Training
Job of Management
19. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions
Total Quality Management (TQM)
Components of the service encounter
Americans with Disabilities Act (ADA-1992)
Empowerment
20. Tend to represent only extreme cases-confidential to management
Registered - Not Assigned (RNA)
Rooming Slips
Comment Cards
Total Quality Management (TQM)
21. The room is not ready!
What is one of the biggest complaints at the front desk?
Double Occupancy
Americans with Disabilities Act (ADA-1992)
The Registration Card
22. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...
Synonymous with excellence
Rooming Slips
The Bell Staff
Upgrading
23. Deep discount on-line sites - where customers bid for rates and hotels accept if they think the room will be empty otherwise
What is one of the biggest complaints at the front desk?
Empathy
Property Management System Algorithms
Auction Travel Sites
24. Bad employees or disgruntled ones can also spoil image of hotel. Difficult to supervise interaction as they are out-of-sight.
Additional Rate Factors
It pays to pay rack rate
Uniformed Services Training
Should management act on all fronts?
25. Open to the world--need to monitor and respond rapidly
Two Components of Service Recovery
Job of Management
Dimensions of Service Quality
Blogs and Internet Reviews
26. 1) Solving the problem 2) Retaining the goodwill of the customer
Dimensions of Service Quality
Rack Rate
Property Management System Algorithms
Two Components of Service Recovery
27. Energy and other non-room surcharges.
Moments of truth
Contents of the rooming slip
The Building Cost Room Rate Formula
Additional Rate Factors
28. 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
Assurance
Comment Cards
Reliability
Quality Guarantees
29. Charing per person - rather than per room. Trend in USA is to charge for the room - rather than per-person
Components of Quality Management
Double Occupancy
Tangibles
Should management act on all fronts?
30. Identification -Marketing -Regulations -Instructional
Blogs and Internet Reviews
The Seller's View
The Bell Staff
Contents of the rooming slip
31. Assumes that at 70% occupancy - each room category is occupied at 70%
Resort Fees
Discounting Profitability
Property Management System Algorithms
The Ideal Average Room Rate
32. The reversal of a problem
Components of Quality Management
Service Recovery
It pays to pay rack rate
Additional Rate Factors
33. 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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34. Consistent and accurate performance
Cash Only Guests
Auction Travel Sites
Rotation of Fronts
Reliability
35. Flows the relationship between expectation and reality
Guest Communication
Satisfaction
Responsiveness
Uniformed Service
36. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.
Contents of the rooming slip
Rotation of Fronts
Government per diems
Components of the service encounter
37. Warm - heartfelt response
The Bell Staff
Empathy
Assurance
Rack Rate
38. Yes - temptation to act only on 'visible' areas
Empowerment
The Bell Staff
Satisfaction
Should management act on all fronts?
39. Service encounters during which service quality is judged
Should management act on all fronts?
Empathy
Moments of truth
Rotation of Fronts
40. Tangibles -Reliability -Responsiveness -Assurance -Empathy
How many times has the Ritz Carlton won the Malcom Baldridge award?
Dimensions of Service Quality
Resort Fees
The Seller's View
41. Early Warning -Comment Cards -Blogs and Internet Reviews -Quality Circles
Government per diems
Rack Rate
Rotation of Fronts
Preventing Complaints
42. Sleep
Rack Rate
Double Occupancy
What do we sell in the hotel industry?
Upgrading
43. The standard posted rate.
Rack Rate
'Eye of the beholder'
Dimensions of Service Quality
Job of Management
44. Most guests do not complain. There are 10 unhappy customers for every visible complaint -Treat complaints as free consultancy
Quality Control Through Inspection
Empathy
Uniformed Services Training
Complaints
45. The government will pay only a fixed amount to its employee per day - so hotels charge less for government employees to get that business
Total Quality Management (TQM)
Government per diems
Property Management System Algorithms
Mystery Shoppers
46. Giving the workforce authority to act.
Contents of the rooming slip
Quality Circles
Empowerment
Quality Control Through Inspection
47. 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
Quality Guarantees
Dimensions of Service Quality
Total Quality Management (TQM)
48. Large rooms - many bathroom amenities
Discounting Profitability
Did Not Stay (DNS)
Measurable Issues
Government per diems
49. Sense of trustworthiness
What do we sell in the hotel industry?
Registered - Not Assigned (RNA)
It pays to pay rack rate
Assurance
50. Giving the guest a better room at a lower price
Reliability
Auction Travel Sites
Job of Management
Upgrading