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






3. Building - landscape - deocr and furnishings






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






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






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






7. Sleep






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






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






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






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






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






13. 'Best' of everything






14. Product -Processes -People -Outcomes






15. Tangibles -Reliability -Responsiveness -Assurance -Empathy






16. 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






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






18. Inspectors hired by outsiders or by hotel itself






19. Trade-off between value and price






20. Noise - Temperature and Darkness






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






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






23. The room is not ready!






24. 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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25. 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






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






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






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






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






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






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






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






33. 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






34. Flows the relationship between expectation and reality






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






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






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






38. Warm - heartfelt response






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






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

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41. Consistent and accurate performance






42. Service encounters during which service quality is judged






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






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






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






46. Willingness to help promptly






47. Minimize complaints by informing about potential problems






48. Sense of trustworthiness






49. 2






50. The standard posted rate.