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






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

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






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






6. Large rooms - many bathroom amenities






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






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






9. Willingness to help promptly






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






11. 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






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






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






14. 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






15. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






20. Product -Processes -People -Outcomes






21. What matters is what customers value

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






23. Giving the workforce authority to act.






24. The room is not ready!






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






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






27. Sense of trustworthiness






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






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. Energy and other non-room surcharges.






31. Identification -Marketing -Regulations -Instructional






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






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






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






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






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






37. Inspectors hired by outsiders or by hotel itself






38. Warm - heartfelt response






39. Trade-off between value and price






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






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






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






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






44. 'Best' of everything






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






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






47. Minimize complaints by informing about potential problems






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






49. Sleep






50. Noise - Temperature and Darkness