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






2. 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






3. Identification -Marketing -Regulations -Instructional






4. Sense of trustworthiness






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






6. Flows the relationship between expectation and reality






7. Noise - Temperature and Darkness






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






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






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






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






13. Product -Processes -People -Outcomes






14. Warm - heartfelt response






15. Trade-off between value and price






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






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






18. What matters is what customers value

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






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






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






22. 'Best' of everything






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






24. 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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25. Consistent and accurate performance






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






27. Building - landscape - deocr and furnishings






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






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






30. Willingness to help promptly






31. Sleep






32. The reversal of a problem






33. Minimize complaints by informing about potential problems






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






35. Service encounters during which service quality is judged






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






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






38. The room is not ready!






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






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






41. Inspectors hired by outsiders or by hotel itself






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






43. 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






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






45. 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






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






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






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






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






50. Giving the workforce authority to act.