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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. Giving the workforce authority to act.
Empowerment
Quality Circles
Quality Guarantees
Uniformed Services Training
2. Deep discount on-line sites - where customers bid for rates and hotels accept if they think the room will be empty otherwise
Additional Rate Factors
Empathy
Preventing Complaints
Auction Travel Sites
3. Noise - Temperature and Darkness
Important Sleeping Amenities
What do we sell in the hotel industry?
Discounting Profitability
Tangibles
4. What matters is what customers value
5. Hotels can conveniently provide a range of 'complimentary' services - such as morning newspapers - local telephone calls - in-room coffee - the health club - spa - etc.
Empathy
Resort Fees
Preventing Complaints
Uniformed Services Training
6. Sleep
Comment Cards
Important Sleeping Amenities
What do we sell in the hotel industry?
Total Quality Management (TQM)
7. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services
Complaints
Job of Management
Early Warning
Uniformed Service
8. 'Best' of everything
Synonymous with excellence
Service Recovery
Empowerment
Day Rate Rooms
9. The average room rate should equal $1 per $1000 of construction costs
The Building Cost Room Rate Formula
Important Sleeping Amenities
Cash Only Guests
Discounting Profitability
10. Guests measure quality by comparison. If surprised by a better stay than anticipated - guests perceive quality to be high.
11. The government will pay only a fixed amount to its employee per day - so hotels charge less for government employees to get that business
Empathy
How Service Expectations Are Formed
Government per diems
Rooming Slips
12. Computer program to match reservations with rooms on a priority basis.
Job of Management
Guest Communication
Property Management System Algorithms
Auction Travel Sites
13. Minimize complaints by informing about potential problems
Early Warning
Two Components of Service Recovery
Service Recovery
Mystery Shoppers
14. Tangibles -Reliability -Responsiveness -Assurance -Empathy
Rooming Slips
Uniformed Services Training
Dimensions of Service Quality
American Plan Day
15. The room is not ready!
Empowerment
What is one of the biggest complaints at the front desk?
Rotation of Fronts
The Ideal Average Room Rate
16. Open to the world--need to monitor and respond rapidly
Guest Communication
Satisfaction
Blogs and Internet Reviews
Up Selling
17. Bad employees or disgruntled ones can also spoil image of hotel. Difficult to supervise interaction as they are out-of-sight.
Early Warning
It pays to pay rack rate
Uniformed Services Training
Measurable Issues
18. Early Warning -Comment Cards -Blogs and Internet Reviews -Quality Circles
Preventing Complaints
Registered - Not Assigned (RNA)
Components of Quality Management
The Seller's View
19. Energy and other non-room surcharges.
Additional Rate Factors
Rooming Slips
Complaints
Quality Control Through Inspection
20. Willingness to help promptly
Mystery Shoppers
Uniformed Services Training
Components of Quality Management
Responsiveness
21. Large rooms - many bathroom amenities
The Seller's View
Measurable Issues
Value-Based
Complaints
22. The standard posted rate.
Rack Rate
Two Components of Service Recovery
Tangibles
Contents of the rooming slip
23. Word of mouth - Personal needs and desires - Past Experiences - Marketing Communications
How Service Expectations Are Formed
Value-Based
The Bell Staff
Reliability
24. Small groups of employees who meet regularly as quasi-permanent teams to identify issues in delivering quality service
Quality Circles
The Bell Staff
Mystery Shoppers
Assurance
25. The reversal of a problem
Upgrading
Rack Rate
Service Recovery
'Eye of the beholder'
26. 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)
How many times has the Ritz Carlton won the Malcom Baldridge award?
Rotation of Fronts
The Building Cost Room Rate Formula
27. 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
How Service Expectations Are Formed
Job of Management
American Plan Day
28. Service encounters during which service quality is judged
The Registration Card
Rooming Slips
Uniformed Services Training
Moments of truth
29. Encourage staff to communicate with guest--eye contact - greeting. Many guests return to hotel because of relationship with staff
Day Rate Rooms
Moments of truth
Mystery Shoppers
Guest Communication
30. Consistent and accurate performance
Reliability
Uniformed Services Training
Components of the service encounter
The Registration Card
31. Yes - temptation to act only on 'visible' areas
Should management act on all fronts?
Satisfaction
The Buyer's View
Auction Travel Sites
32. Given to guests to verify name - room number and rate--corresponding to information on the registration card.
Components of the service encounter
Uniformed Services Training
Rooming Slips
Reliability
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
Government per diems
Day Rate Rooms
Uniformed Service
Quality Guarantees
34. Flows the relationship between expectation and reality
Discounting Profitability
Assurance
Satisfaction
Mystery Shoppers
35. Trade-off between value and price
Did Not Stay (DNS)
Quality Control Through Inspection
Value-Based
Synonymous with excellence
36. 1) Solving the problem 2) Retaining the goodwill of the customer
The Registration Card
Assurance
Two Components of Service Recovery
Empathy
37. Persuading a guest to take a better room at a higher rate
Components of Quality Management
Up Selling
'Eye of the beholder'
Mystery Shoppers
38. Identification -Marketing -Regulations -Instructional
Contents of the rooming slip
Government per diems
Service Recovery
Important Sleeping Amenities
39. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions
Satisfaction
Value-Based
Components of the service encounter
Two Components of Service Recovery
40. Product -Processes -People -Outcomes
What is one of the biggest complaints at the front desk?
'Eye of the beholder'
Components of Quality Management
Should management act on all fronts?
41. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'
Service Recovery
Cash Only Guests
Premium Periods
Mystery Shoppers
42. Arrivals for whom we have a vacated room - but that room is not ready yet
Registered - Not Assigned (RNA)
Responsiveness
Discounting Profitability
Government per diems
43. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%
Measurable Issues
Premium Periods
Discounting Profitability
Satisfaction
44. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...
Rooming Slips
Comment Cards
Moments of truth
The Bell Staff
45. Give no discounts - but give special benefits to those paying rack rate
Empowerment
Components of Quality Management
It pays to pay rack rate
Did Not Stay (DNS)
46. 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
Mystery Shoppers
Day Rate Rooms
The Registration Card
Quality Guarantees
47. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.
Mystery Shoppers
Reliability
The Discounting Dilemma
Preventing Complaints
48. Most guests do not complain. There are 10 unhappy customers for every visible complaint -Treat complaints as free consultancy
Rotation of Fronts
Complaints
What do we sell in the hotel industry?
How Service Expectations Are Formed
49. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.
Rotation of Fronts
Rack Rate
Moments of truth
How many times has the Ritz Carlton won the Malcom Baldridge award?
50. Sense of trustworthiness
Assurance
Americans with Disabilities Act (ADA-1992)
Resort Fees
Guest Communication