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. Large rooms - many bathroom amenities






2. 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






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






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






5. Minimize complaints by informing about potential problems






6. Building - landscape - deocr and furnishings






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






8. What matters is what customers value

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






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






11. The standard posted rate.






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






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






14. Product -Processes -People -Outcomes






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






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






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






18. Flows the relationship between expectation and reality






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






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






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






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






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






25. 'Best' of everything






26. Willingness to help promptly






27. Sleep






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






29. 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






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






31. 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






32. Service encounters during which service quality is judged






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






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






35. 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






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






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






38. The reversal of a problem






39. Trade-off between value and price






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






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






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






43. Sense of trustworthiness






44. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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

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






47. The room is not ready!






48. Giving the workforce authority to act.






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






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