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






2. The room is not ready!






3. Noise - Temperature and Darkness






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






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






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






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






8. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






10. Service encounters during which service quality is judged






11. Product -Processes -People -Outcomes






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






13. Minimize complaints by informing about potential problems






14. Consistent and accurate performance






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






16. Trade-off between value and price






17. Willingness to help promptly






18. 'Best' of everything






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






21. Large rooms - many bathroom amenities






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

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23. 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






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






25. Building - landscape - deocr and furnishings






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






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






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






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






30. Flows the relationship between expectation and reality






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






32. Giving the workforce authority to act.






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






34. The standard posted rate.






35. Inspectors hired by outsiders or by hotel itself






36. 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






37. Sense of trustworthiness






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






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






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






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






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






43. What matters is what customers value

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






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






46. 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






47. Energy and other non-room surcharges.






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






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






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