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. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






5. Sense of trustworthiness






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






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






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






10. The reversal of a problem






11. The standard posted rate.






12. 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






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






14. 2






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






16. What matters is what customers value

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17. 'Best' of everything






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






19. Flows the relationship between expectation and reality






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






21. Noise - Temperature and Darkness






22. Service encounters during which service quality is judged






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






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






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






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






28. Minimize complaints by informing about potential problems






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






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






31. 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






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






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






34. Warm - heartfelt response






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






36. 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






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






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






39. Identification -Marketing -Regulations -Instructional






40. Willingness to help promptly






41. The room is not ready!






42. Trade-off between value and price






43. Large rooms - many bathroom amenities






44. Consistent and accurate performance






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






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






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






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






50. Energy and other non-room surcharges.