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






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






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






4. 'Best' of everything






5. Giving the guest a better room at a lower price






6. Giving the workforce authority to act.






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






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






9. 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






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






11. Sense of trustworthiness






12. Inspectors hired by outsiders or by hotel itself






13. The room is not ready!






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






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






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






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






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






19. The reversal of a problem






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






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






22. Noise - Temperature and Darkness






23. Large rooms - many bathroom amenities






24. Energy and other non-room surcharges.






25. Tangibles -Reliability -Responsiveness -Assurance -Empathy






26. 2






27. 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






28. 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.


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






30. 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






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






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






33. Warm - heartfelt response






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






35. What matters is what customers value


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






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






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






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






40. Consistent and accurate performance






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






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






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






44. 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






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






46. Guests measure quality by comparison. If surprised by a better stay than anticipated - guests perceive quality to be high.


47. Product -Processes -People -Outcomes






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






49. Identification -Marketing -Regulations -Instructional






50. The standard posted rate.