10. UNIT-20: Why do hotels ask guests to rate their stay?

B. To understand customer perception.

A. To praise appropriate staff.

C. To identify profit-making investments.

D. To reduce negative online reviews.

11. UNIT-20: How can numerical occupancy statistics be analyzed effectively?

C. Look for trends within the data.

D. Rank the data in highest number order.

12. UNIT-20: How can a hotel identify profitable business opportunities?

B. Review workplace procedures.

D. Upskill staff with customer service knowledge.

13. UNIT-20: Why is it most important to regularly monitor the use of a hotel sports center?

A. To confirm revenue earned exceeds maintenance costs.

B. To verify that all hotel guests are using the service.

C. To calculate time individual guests spend in the facility.

D. To know how good the facility is compared to competitors.

15. UNIT-20: What can help support staff delivering a new service?

A. A list of Frequently Asked Questions.

B. A review of competitors' offers.

C. A reduction of working hours.

D. A list of guests likely to use the facility.

19. UNIT-21: How can a database be efficiently maintained to avoid data loss?

C. Delete records after six months.

D. Introduce new systems frequently.

20. UNIT-22: What is a likely result of a hotel not having defined procedures?

A. Inconsistent service standards.

C. Reduced staff training needs.

D. Consistent monitoring methods.

21. UNIT-22: What is the best way for a supervisor to check that staff are following a new procedure?

D. Review performance statistics.

22. UNIT-22: What is a key concept of critical path analysis?

B. To map sequential stages of a process.

A. To identify risks in a project plan.

C. To understand benefits of new processes.

D. To evaluate a process on completion.

23. UNIT-22: What impact would a lengthy process map have on staff?

B. It will be harder to follow.

C. It will always increase efficiency.

D. It will reduce employee morale.

24. UNIT-22: How can the performance of an updated process be effectively monitored?

C. Review efficiency savings against the previous process.

A. Review against competitor processes.

B. Review forecasted budget targets for future processes.

D. Review against all other organizational processes.

25.UNIT-24: Why is it most important that guest accounts with guaranteed reservation details are kept secure?

A. To protect credit card information.

B. To conceal the dates of their stay.

C. To prevent the booking being cancelled.

D. To reduce the risk of staff being liable.

26. UNIT-24: What is the best way to collect profit and loss figures?

A. All departments use a central system.

B. Each department uses an independent system.

C. Figures collected in-person by finance.

D. Figures collected through email by finance.

28. UNIT-24: Why is a credit limit report used?

D. To identify entries on the sales ledger.

A. To identify guests close to maximum spend.

B. To calculate the financial losses incurred.

C. To calculate travel agency commission.

29. UNIT-24: What is the best way to present an argument when proposing a solution to service performance?

A. Use a multi-media presentation.

30. UNIT-25:What is an effective way of training staff on telephone communication in an organization?

A. Review previously recorded calls.

B. Watch a teaching clip on the internet.

C. Constant managerial supervision.

32. UNIT-25: What is an acceptable way for an organization to respond to a negative online review?

C. Provide a balanced response.

A. Aggressively refute each point.

B. Critically assess the reviewer.

D. Offer a refund on their next stay.

33. UNIT-25: What information would be inappropriate to give over social media?

C. Names of VIPs staying in the hotel.

A. Customer service information.

34. UNIT-25: What is the most efficient way to improve lift services for visually-impaired guests?

B. Announce each floor using audio recording.

A. Allocate a dedicated staff member to them.

C. Display panel numbers in a large format.

D. Place staff at exits on each floor.

35. UNIT-25: What is a benefit to a hotel of greeting a guest in their spoken language?

A. Communication issues are minimized.

B. Social friendships can be developed.

C. Staff will receive a larger tip.

D. Competitor information can be given.

36. UNIT-25: What is the best way for a supervisor to provide constructive feedback following a review?

C. Summarize strengths and weaknesses.

A. Make a list of all negative points.

B. Highlight staff who are performing better.

D. State opportunities and threats.

37. UNIT-26: How does the Hajj pilgrimage impact on hotel business?

C. Limits growth of specialist services.

D. Minimizes opportunities for revenue.

39. Unit-16:Which is the most likely target market for the promotion of adventure holidays?

A. Families with young children.

40. UNIT-16: What is the best way to incentivize front office team members to maximize sales?

B. Agree clear team performance indicators.

A. Introduce internal competition between shifts.

C. Introduce external team building activities.

D. Agree a role for the most successful employee.

41. UNIT-20:What is the <b>best</b> way to measure market reaction to a proposed new service?

D. Exploratory email to all database contacts.

C. Leave questionnaires for guests in rooms.

42.What is the main benefit to an organization of using a computerized reservation system?

A. Room sales can be extended globally.

B. Specific rooms can be blocked out.

C. All hotels are using the same system.

D. All bookings are confirmed in advance.

43. What is the most likely outcome if management fail to implement effective processes and procedures?

C. Income levels will be affected.

B. Budgets will need to be reviewed.

D. Staff turnover will increase.

44. What is the best way for a supervisor to develop staff knowledge of company processes and procedures?

B. Including as part of induction.

D. Issue manuals for self-study.

46. What is the correct action for a junior receptionist to take regarding a serious complaint about the cleanliness of a room?

B. Refer to the supervisor immediately.

C. Ask the guest if they would like to move.

D. Offer the guest free accommodation.

47. What should a supervisor <b>not</b> do when training staff on the communication to use to upsell a room?

C. Advise them to speak aggressively.

A. Advise them to speak confidently.

B. Advise them to speak assertively.

D. Advise them to speak knowledgeably.

49. How can feedback be provided constructively to a new receptionist if there are areas for improvement?

B. Include the negatives between some positives.

A. Suggest a trial for another month.

C. Suggest working alongside a colleague.

D. Highlight areas of the training manual for review.

50.By setting effective performance goals to employees, management is better able to?

A. Manage the expectations of guests

B. Increase the collaboration between employees and management

C. Decide how to expand the hotel into areas that make more profit

51. Which one of the following is not a benefit of managing processes?

B. Increasing resources needed for the task

C. Increasing guest and employee satisfaction

CBT review-week 11

Professional Development

University

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59 questions

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MULTIPLE CHOICE QUESTION

3 mins • 1 pt

2. Unit-15: What does a business introduce to create high levels of consumer care?

A. Mission statement.

B. Customer diversification.

C. Marketing strategy.

D. Customer charter.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

3. Unit-15: What best describes a Key Performance Indicator?

A. A way to compete with other hotels.

B. A measure to monitor success.

C. A way of comparing success rates.

D. A measure to identify financial loss.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

4. Unit-15: Why is it important to benchmark own services against competitors?

A. To establish own business goals.

B. To identify potential new customers.

C. To assess strengths of own business.

D. To show their weaknesses on social media.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

5. Unit-15: Which facility would be most likely to offer a valet service?

A. Camping site.

B. Resort hotel.

C. Business hotel.

D. Holiday village.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

6. Unit-16: What is the most professional way for an individual member of staff to help maximize hotel sales?

A. Provide outstanding customer service.

B. Monitor activity from nearest competitors.

C. Write a review on an external review site.

D. Talk about the hotel on their own twitter feed.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

7. Unit-16: What would be a way to provide an incentive to staff who maximize occupancy?

A. Warn of disciplinary action.

B. Hire a larger number of supervisors.

C. Base all wages on performance.

D. Create a commission structure.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

8. Unit-16: What is a key focus of the promotion of the marketing mix for a hotel?

A. Support products.

B. Facilitating products.

C. Core products.

D. Complimentary products.

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CBT review-week 11

2. Unit-15: What does a business introduce to create high levels of consumer care?

3. Unit-15: What best describes a Key Performance Indicator?

4. Unit-15: Why is it important to benchmark own services against competitors?

5. Unit-15: Which facility would be most likely to offer a valet service?

6. Unit-16: What is the most professional way for an individual member of staff to help maximize hotel sales?

7. Unit-16: What would be a way to provide an incentive to staff who maximize occupancy?

8. Unit-16: What is a key focus of the promotion of the marketing mix for a hotel?

9. Unit-16: What is the most effective way for a small boutique hotel to advertise a 15% January sale?

10. UNIT-20: Why do hotels ask guests to rate their stay?

11. UNIT-20: How can numerical occupancy statistics be analyzed effectively?

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