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






2. Trade-off between value and price






3. Willingness to help promptly






4. Large rooms - many bathroom amenities






5. Product -Processes -People -Outcomes






6. 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






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






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






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






10. Giving the workforce authority to act.






11. What matters is what customers value


12. Energy and other non-room surcharges.






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






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






15. The reversal of a problem






16. Building - landscape - deocr and furnishings






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






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






19. The standard posted rate.






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






21. Flows the relationship between expectation and reality






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






23. 'Best' of everything






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






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






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






27. Sleep






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






29. 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.


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






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






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






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






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






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






36. Service encounters during which service quality is judged






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






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






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






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






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






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






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


44. 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






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






46. Minimize complaints by informing about potential problems






47. 2






48. Sense of trustworthiness






49. Warm - heartfelt response






50. 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