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. Sense of trustworthiness






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






4. Minimize complaints by informing about potential problems






5. 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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6. Giving the workforce authority to act.






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






8. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






10. Large rooms - many bathroom amenities






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






12. Sleep






13. The standard posted rate.






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






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






16. The reversal of a problem






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






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






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






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






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






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






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






24. 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






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

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






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






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






29. 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






30. Inspectors hired by outsiders or by hotel itself






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






32. 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






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






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






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






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






37. Energy and other non-room surcharges.






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






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






40. Identification -Marketing -Regulations -Instructional






41. Warm - heartfelt response






42. Building - landscape - deocr and furnishings






43. Flows the relationship between expectation and reality






44. What matters is what customers value

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






46. Consistent and accurate performance






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






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






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






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