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