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






2. 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






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






4. Consistent and accurate performance






5. Deep discount on-line sites - where customers bid for rates and hotels accept if they think the room will be empty otherwise






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






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






8. Inspectors hired by outsiders or by hotel itself






9. Energy and other non-room surcharges.






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






11. Sleep






12. Most guests do not complain. There are 10 unhappy customers for every visible complaint -Treat complaints as free consultancy






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






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






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






16. Computer program to match reservations with rooms on a priority basis.






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






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






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






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






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






22. 'Best' of everything






23. Minimize complaints by informing about potential problems






24. 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.

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25. 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






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






27. 1) Solving the problem 2) Retaining the goodwill of the customer






28. What matters is what customers value

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29. Trade-off between value and price






30. Charing per person - rather than per room. Trend in USA is to charge for the room - rather than per-person






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






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






33. Sense of trustworthiness






34. Product -Processes -People -Outcomes






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






36. Noise - Temperature and Darkness






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






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






39. The standard posted rate.






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






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






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






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






44. The room is not ready!






45. 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






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






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






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






49. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...






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