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






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






3. 'Best' of everything






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

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






6. Trade-off between value and price






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






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






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






10. Identification -Marketing -Regulations -Instructional






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






12. Building - landscape - deocr and furnishings






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






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






15. 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






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






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






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






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






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






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






22. Tangibles -Reliability -Responsiveness -Assurance -Empathy






23. Giving the workforce authority to act.






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






25. Large rooms - many bathroom amenities






26. Inspectors hired by outsiders or by hotel itself






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






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






29. Warm - heartfelt response






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






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






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






33. Product -Processes -People -Outcomes






34. Service encounters during which service quality is judged






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






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






37. Minimize complaints by informing about potential problems






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






39. Sleep






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






41. Sense of trustworthiness






42. 2






43. The standard posted rate.






44. The room is not ready!






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






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






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






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






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