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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. Product -Processes -People -Outcomes






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






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






4. 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






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






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






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






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






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






10. 'Best' of everything






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






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






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

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






15. Warm - heartfelt response






16. 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






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






18. The room is not ready!






19. Trade-off between value and price






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






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






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






23. 2






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






25. Flows the relationship between expectation and reality






26. Minimize complaints by informing about potential problems






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






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






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






30. 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






31. The standard posted rate.






32. Giving the workforce authority to act.






33. Sleep






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






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






36. Identification -Marketing -Regulations -Instructional






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






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






39. 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






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






41. Service encounters during which service quality is judged






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






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






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






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






46. Sense of trustworthiness






47. The reversal of a problem






48. Inspectors hired by outsiders or by hotel itself






49. 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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50. Energy and other non-room surcharges.







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Can you answer 50 questions in 15 minutes?


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