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. Service encounters during which service quality is judged






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






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






4. Large rooms - many bathroom amenities






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






6. The reversal of a problem






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






8. Warm - heartfelt response






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






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






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






12. Building - landscape - deocr and furnishings






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






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






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






16. The standard posted rate.






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






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






19. Minimize complaints by informing about potential problems






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






21. 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






22. 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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23. The room is not ready!






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






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






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






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






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






29. Flows the relationship between expectation and reality






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






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






32. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






36. Product -Processes -People -Outcomes






37. Energy and other non-room surcharges.






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






39. Sleep






40. 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






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






42. 2






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






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






45. Consistent and accurate performance






46. 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






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






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






49. 'Best' of everything






50. Inspectors hired by outsiders or by hotel itself