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






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






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






4. Sleep






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






6. Trade-off between value and price






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






8. The standard posted rate.






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






10. Product -Processes -People -Outcomes






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






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






13. Service encounters during which service quality is judged






14. 'Best' of everything






15. Sense of trustworthiness






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






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






18. Energy and other non-room surcharges.






19. The reversal of a problem






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






21. 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






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






23. Building - landscape - deocr and furnishings






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






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






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






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






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






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






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






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






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

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






34. Large rooms - many bathroom amenities






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






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






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






38. 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






39. Consistent and accurate performance






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






41. 2






42. 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






43. Minimize complaints by informing about potential problems






44. Willingness to help promptly






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






46. Flows the relationship between expectation and reality






47. Warm - heartfelt response






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






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






50. Inspectors hired by outsiders or by hotel itself