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






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






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






4. Tangibles -Reliability -Responsiveness -Assurance -Empathy






5. Large rooms - many bathroom amenities






6. The room is not ready!






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






8. Service encounters during which service quality is judged






9. 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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10. Tend to represent only extreme cases-confidential to management






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






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






13. Warm - heartfelt response






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






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






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






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






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






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






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






21. Identification -Marketing -Regulations -Instructional






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






23. The standard posted rate.






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






25. Consistent and accurate performance






26. What matters is what customers value

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






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






29. 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






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

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






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






33. Sleep






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






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






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






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






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






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






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






41. Inspectors hired by outsiders or by hotel itself






42. 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






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






44. Building - landscape - deocr and furnishings






45. The reversal of a problem






46. Product -Processes -People -Outcomes






47. Minimize complaints by informing about potential problems






48. Flows the relationship between expectation and reality






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






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







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Can you answer 50 questions in 15 minutes?


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