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