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. 2






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






3. Consistent and accurate performance






4. Warm - heartfelt response






5. Service encounters during which service quality is judged






6. Sense of trustworthiness






7. Tangibles -Reliability -Responsiveness -Assurance -Empathy






8. What matters is what customers value


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






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






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






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






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






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






15. Energy and other non-room surcharges.






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






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






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






19. Minimize complaints by informing about potential problems






20. Building - landscape - deocr and furnishings






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






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






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






24. Trade-off between value and price






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






26. Sleep






27. Willingness to help promptly






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






29. Identification -Marketing -Regulations -Instructional






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


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






32. Inspectors hired by outsiders or by hotel itself






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






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






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






36. 'Best' of everything






37. Flows the relationship between expectation and reality






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






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






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






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






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






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






44. The standard posted rate.






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






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






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






48. Large rooms - many bathroom amenities






49. 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






50. The reversal of a problem