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






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






3. Large rooms - many bathroom amenities






4. What matters is what customers value

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


5. Sense of trustworthiness






6. Trade-off between value and price






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






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






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






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






11. Noise - Temperature and Darkness






12. 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






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






14. Warm - heartfelt response






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






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






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






18. 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






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






20. 2






21. The standard posted rate.






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






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






24. Inspectors hired by outsiders or by hotel itself






25. Flows the relationship between expectation and reality






26. 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


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






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






29. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






31. Sleep






32. Energy and other non-room surcharges.






33. Minimize complaints by informing about potential problems






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






35. Giving the workforce authority to act.






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






37. Consistent and accurate performance






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






39. Building - landscape - deocr and furnishings






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






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






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






43. The reversal of a problem






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






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






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






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






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






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






50. Willingness to help promptly