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. 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






2. The reversal of a problem






3. Noise - Temperature and Darkness






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






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






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






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






8. 'Best' of everything






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






10. Willingness to help promptly






11. Energy and other non-room surcharges.






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






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






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






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






17. Assumes that at 70% occupancy - each room category is occupied at 70%






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






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






20. Inspectors hired by outsiders or by hotel itself






21. 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






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






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






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






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






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






27. Building - landscape - deocr and furnishings






28. Sleep






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






30. Large rooms - many bathroom amenities






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






32. Sense of trustworthiness






33. Consistent and accurate performance






34. 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






35. Tangibles -Reliability -Responsiveness -Assurance -Empathy






36. Flows the relationship between expectation and reality






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






38. Service encounters during which service quality is judged






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






40. The standard posted rate.






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






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






43. Trade-off between value and price






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






45. Minimize complaints by informing about potential problems






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






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






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






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

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50. What matters is what customers value

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