Test your basic knowledge |

Hotel Operations

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 guest a better room at a lower price






2. 'Invisible' to guests areas and employees -'Visible' to guest areas and employees -Other customers and their actions






3. Give no discounts - but give special benefits to those paying rack rate






4. Encourage staff to communicate with guest--eye contact - greeting. Many guests return to hotel because of relationship with staff






5. The reversal of a problem






6. Willingness to help promptly






7. Small groups of employees who meet regularly as quasi-permanent teams to identify issues in delivering quality service






8. Giving the workforce authority to act.






9. Product -Processes -People -Outcomes






10. Word of mouth - Personal needs and desires - Past Experiences - Marketing Communications






11. Flows the relationship between expectation and reality






12. Tend to represent only extreme cases-confidential to management






13. Minimize complaints by informing about potential problems






14. Identification -Marketing -Regulations -Instructional






15. Tangibles -Reliability -Responsiveness -Assurance -Empathy






16. Service encounters during which service quality is judged






17. Increases occupancy at the cost of a lowered room rate. You need to sell 11% more rooms if you discount 10%






18. Arrivals for whom we have a vacated room - but that room is not ready yet






19. Yes - temptation to act only on 'visible' areas






20. Trade-off between value and price






21. Guests pays room rent in cash - in advance and is required to pay cash for all other transactions






22. Open to the world--need to monitor and respond rapidly






23. Persuading a guest to take a better room at a higher rate






24. In those markets where demand is strong - competing hotels continue to push rates to new ADR heights.






25. The government will pay only a fixed amount to its employee per day - so hotels charge less for government employees to get that business






26. 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






27. 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






28. Ability to charge more than rack rate during 'special' events. May be illegal and prosecuted as 'price gouging'






29. Warm - heartfelt response






30. 2






31. Bad employees or disgruntled ones can also spoil image of hotel. Difficult to supervise interaction as they are out-of-sight.






32. 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.


33. Guests on American Plan (AP) or modified American Plan (MAP) must be given their full quota of meals






34. What matters is what customers value


35. Given to guests to verify name - room number and rate--corresponding to information on the registration card.






36. The model for actively managing guest relations originated in another broader idea. Initially focus was manufacturing - producing products with zero defects.






37. Chains use their own inspectors. Announced and unannounced inspections. Measured against standards. Re-inspect after property gets opportunity to correct






38. Inspectors hired by outsiders or by hotel itself






39. Blocking/Pre-assigning Rooms. Not needed if all rooms are identical. Ensures that special requests will be accommodated.






40. The room is not ready!






41. Address 'expectations' through honest advertising that 'under-sells' -Address 'reality' through selection - training - empowerment of employees; high standards leading to 'over-delivery'






42. Sleep






43. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services






44. The average room rate should equal $1 per $1000 of construction costs






45. Early Warning -Comment Cards -Blogs and Internet Reviews -Quality Circles






46. A guest who registers but does not stay. Could be due to dissatisfaction or an incident in the hotel






47. Bell staff makes money through tips. They are rotated so each one has a chance to get a tip.






48. Hotels can conveniently provide a range of 'complimentary' services - such as morning newspapers - local telephone calls - in-room coffee - the health club - spa - etc.






49. Energy and other non-room surcharges.






50. Building - landscape - deocr and furnishings