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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. Trade-off between value and price






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






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






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






5. The standard posted rate.






6. Energy and other non-room surcharges.






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






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






9. Product -Processes -People -Outcomes






10. Noise - Temperature and Darkness






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






12. Sense of trustworthiness






13. Willingness to help promptly






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






15. Large rooms - many bathroom amenities






16. Warm - heartfelt response






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






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






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






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






21. Building - landscape - deocr and furnishings






22. Identification -Marketing -Regulations -Instructional






23. 'Best' of everything






24. 2






25. What matters is what customers value

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26. Giving the workforce authority to act.






27. 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






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






29. The reversal of a problem






30. Sleep






31. 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






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






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






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






35. 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






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






37. Minimize complaints by informing about potential problems






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






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






40. Consistent and accurate performance






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






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






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

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






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






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






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






49. Inspectors hired by outsiders or by hotel itself






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







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Can you answer 50 questions in 15 minutes?


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