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. Identification -Marketing -Regulations -Instructional






2. 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.


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






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






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






6. Building - landscape - deocr and furnishings






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






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






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






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






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






12. 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






13. Sleep






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






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






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






17. The room is not ready!






18. 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






19. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






21. Service encounters during which service quality is judged






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






23. The reversal of a problem






24. Inspectors hired by outsiders or by hotel itself






25. Giving the workforce authority to act.






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






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






28. Noise - Temperature and Darkness






29. Large rooms - many bathroom amenities






30. Warm - heartfelt response






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






32. 2






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






34. 'Best' of everything






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






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






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






38. 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






39. Willingness to help promptly






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






41. What matters is what customers value


42. Energy and other non-room surcharges.






43. Sense of trustworthiness






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






45. The standard posted rate.






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






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






48. Trade-off between value and price






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






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