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






2. Flows the relationship between expectation and reality






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






4. Willingness to help promptly






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






6. 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






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






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






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






10. Consistent and accurate performance






11. Giving the workforce authority to act.






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

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






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






15. Trade-off between value and price






16. 2






17. Warm - heartfelt response






18. Noise - Temperature and Darkness






19. 'Best' of everything






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






21. Identification -Marketing -Regulations -Instructional






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






23. 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






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






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






26. Sleep






27. What matters is what customers value

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28. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






30. Service encounters during which service quality is judged






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






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






33. Minimize complaints by informing about potential problems






34. Energy and other non-room surcharges.






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






36. The standard posted rate.






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






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






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






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






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






42. Sense of trustworthiness






43. Product -Processes -People -Outcomes






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






45. Large rooms - many bathroom amenities






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






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






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






49. 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






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