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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. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions
Rotation of Fronts
The Ideal Average Room Rate
Cash Only Guests
Tangibles
2. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...
Rotation of Fronts
Property Management System Algorithms
The Bell Staff
Premium Periods
3. Deep discount on-line sites - where customers bid for rates and hotels accept if they think the room will be empty otherwise
Government per diems
Guest Communication
What do we sell in the hotel industry?
Auction Travel Sites
4. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.
The Registration Card
Blogs and Internet Reviews
Uniformed Service
Rotation of Fronts
5. 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 Ideal Average Room Rate
Preventing Complaints
Americans with Disabilities Act (ADA-1992)
It pays to pay rack rate
6. Most guests do not complain. There are 10 unhappy customers for every visible complaint -Treat complaints as free consultancy
Reliability
Complaints
The Building Cost Room Rate Formula
Cash Only Guests
7. Trade-off between value and price
Value-Based
Rack Rate
The Discounting Dilemma
Early Warning
8. Address 'expectations' through honest advertising that 'under-sells' -Address 'reality' through selection - training - empowerment of employees; high standards leading to 'over-delivery'
Resort Fees
Components of the service encounter
Job of Management
Cash Only Guests
9. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'
Components of Quality Management
Double Occupancy
Cash Only Guests
Premium Periods
10. Computer program to match reservations with rooms on a priority basis.
Guest Communication
Up Selling
Property Management System Algorithms
Contents of the rooming slip
11. Sense of trustworthiness
Resort Fees
What do we sell in the hotel industry?
Assurance
Day Rate Rooms
12. 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
Job of Management
Blogs and Internet Reviews
'Eye of the beholder'
The Registration Card
13. Building - landscape - deocr and furnishings
Complaints
Tangibles
Important Sleeping Amenities
Quality Control Through Inspection
14. Early Warning -Comment Cards -Blogs and Internet Reviews -Quality Circles
Components of the service encounter
Discounting Profitability
Preventing Complaints
Contents of the rooming slip
15. Give no discounts - but give special benefits to those paying rack rate
Value-Based
It pays to pay rack rate
Contents of the rooming slip
Total Quality Management (TQM)
16. Chains use their own inspectors. Announced and unannounced inspections. Measured against standards. Re-inspect after property gets opportunity to correct
Blogs and Internet Reviews
The Bell Staff
The Building Cost Room Rate Formula
Quality Control Through Inspection
17. Given to guests to verify name - room number and rate--corresponding to information on the registration card.
Rooming Slips
Complaints
Did Not Stay (DNS)
Components of Quality Management
18. Hotels can conveniently provide a range of 'complimentary' services - such as morning newspapers - local telephone calls - in-room coffee - the health club - spa - etc.
Premium Periods
Service Recovery
Components of Quality Management
Resort Fees
19. Assumes that at 70% occupancy - each room category is occupied at 70%
The Ideal Average Room Rate
Day Rate Rooms
How many times has the Ritz Carlton won the Malcom Baldridge award?
Complaints
20. Noise - Temperature and Darkness
Important Sleeping Amenities
Rooming Slips
Rotation of Fronts
Contents of the rooming slip
21. 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
Government per diems
Tangibles
Uniformed Services Training
22. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.
The Room Selection Process
Up Selling
Early Warning
Moments of truth
23. Giving the workforce authority to act.
Empowerment
Preventing Complaints
How Service Expectations Are Formed
Responsiveness
24. 1) Solving the problem 2) Retaining the goodwill of the customer
Total Quality Management (TQM)
Two Components of Service Recovery
Comment Cards
Americans with Disabilities Act (ADA-1992)
25. What matters is what customers value
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26. 'Best' of everything
Synonymous with excellence
The Building Cost Room Rate Formula
The Seller's View
Government per diems
27. Sleep
Property Management System Algorithms
Components of Quality Management
What do we sell in the hotel industry?
Auction Travel Sites
28. Flows the relationship between expectation and reality
Satisfaction
American Plan Day
What do we sell in the hotel industry?
Property Management System Algorithms
29. Small groups of employees who meet regularly as quasi-permanent teams to identify issues in delivering quality service
How many times has the Ritz Carlton won the Malcom Baldridge award?
Quality Circles
Day Rate Rooms
Uniformed Service
30. Product -Processes -People -Outcomes
Components of Quality Management
Upgrading
How Service Expectations Are Formed
Dimensions of Service Quality
31. Willingness to help promptly
Synonymous with excellence
Guest Communication
Responsiveness
Cash Only Guests
32. 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
Responsiveness
Quality Guarantees
Quality Circles
Components of Quality Management
33. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%
Auction Travel Sites
Should management act on all fronts?
Synonymous with excellence
Discounting Profitability
34. Warm - heartfelt response
The Buyer's View
Rooming Slips
Empathy
The Discounting Dilemma
35. Arrivals for whom we have a vacated room - but that room is not ready yet
The Building Cost Room Rate Formula
What is one of the biggest complaints at the front desk?
Registered - Not Assigned (RNA)
Discounting Profitability
36. Inspectors hired by outsiders or by hotel itself
Preventing Complaints
The Buyer's View
Mystery Shoppers
Service Recovery
37. The model for actively managing guest relations originated in another broader idea. Initially focus was manufacturing - producing products with zero defects.
American Plan Day
Mystery Shoppers
How Service Expectations Are Formed
Total Quality Management (TQM)
38. 2
Empowerment
How many times has the Ritz Carlton won the Malcom Baldridge award?
Tangibles
Guest Communication
39. Tangibles -Reliability -Responsiveness -Assurance -Empathy
Dimensions of Service Quality
Contents of the rooming slip
Additional Rate Factors
The Seller's View
40. Word of mouth - Personal needs and desires - Past Experiences - Marketing Communications
Uniformed Services Training
How Service Expectations Are Formed
Total Quality Management (TQM)
Empowerment
41. Guests measure quality by comparison. If surprised by a better stay than anticipated - guests perceive quality to be high.
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42. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.
The Building Cost Room Rate Formula
Service Recovery
The Discounting Dilemma
Moments of truth
43. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions
Components of the service encounter
Components of Quality Management
The Registration Card
Did Not Stay (DNS)
44. Minimize complaints by informing about potential problems
Americans with Disabilities Act (ADA-1992)
Mystery Shoppers
What do we sell in the hotel industry?
Early Warning
45. Giving the guest a better room at a lower price
Tangibles
It pays to pay rack rate
Upgrading
What do we sell in the hotel industry?
46. Energy and other non-room surcharges.
Additional Rate Factors
The Seller's View
Empowerment
The Discounting Dilemma
47. Bad employees or disgruntled ones can also spoil image of hotel. Difficult to supervise interaction as they are out-of-sight.
Assurance
Uniformed Services Training
The Buyer's View
Components of Quality Management
48. The room is not ready!
Satisfaction
Mystery Shoppers
Job of Management
What is one of the biggest complaints at the front desk?
49. Open to the world--need to monitor and respond rapidly
Guest Communication
Synonymous with excellence
Up Selling
Blogs and Internet Reviews
50. Tend to represent only extreme cases-confidential to management
Comment Cards
Empathy
Tangibles
How many times has the Ritz Carlton won the Malcom Baldridge award?