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






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






3. Noise - Temperature and Darkness






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






5. 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






6. Identification -Marketing -Regulations -Instructional






7. Product -Processes -People -Outcomes






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






9. Trade-off between value and price






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






11. Inspectors hired by outsiders or by hotel itself






12. Energy and other non-room surcharges.






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






14. Willingness to help promptly






15. Minimize complaints by informing about potential problems






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






17. Sense of trustworthiness






18. Consistent and accurate performance






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






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

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






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






23. The reversal of a problem






24. Flows the relationship between expectation and reality






25. Giving the workforce authority to act.






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






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






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






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






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






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. What matters is what customers value

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






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






35. 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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36. The room is not ready!






37. Warm - heartfelt response






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






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






40. 'Best' of everything






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






42. Large rooms - many bathroom amenities






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






44. The standard posted rate.






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






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






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






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






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






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