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. Sense of trustworthiness






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






3. Sleep






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






5. Giving the workforce authority to act.






6. The standard posted rate.






7. Willingness to help promptly






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






9. 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






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






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






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






13. 'Best' of everything






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. Large rooms - many bathroom amenities






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






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






18. Flows the relationship between expectation and reality






19. Product -Processes -People -Outcomes






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

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


21. Identification -Marketing -Regulations -Instructional






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






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






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






25. Trade-off between value and price






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






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






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






29. The room is not ready!






30. Warm - heartfelt response






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






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






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






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






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






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






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






38. What matters is what customers value

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


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






40. Noise - Temperature and Darkness






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. Tangibles -Reliability -Responsiveness -Assurance -Empathy






44. Inspectors hired by outsiders or by hotel itself






45. 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






46. Service encounters during which service quality is judged






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






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






49. The reversal of a problem






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