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






2. Flows the relationship between expectation and reality






3. 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






4. Giving the workforce authority to act.






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






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






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






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






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






10. The reversal of a problem






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






12. 2






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






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






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






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






17. Building - landscape - deocr and furnishings






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






19. Consistent and accurate performance






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






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






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






23. Large rooms - many bathroom amenities






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






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






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






27. Service encounters during which service quality is judged






28. 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






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






30. Identification -Marketing -Regulations -Instructional






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






32. The standard posted rate.






33. 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






34. Willingness to help promptly






35. Inspectors hired by outsiders or by hotel itself






36. What matters is what customers value

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






38. 'Best' of everything






39. Minimize complaints by informing about potential problems






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






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






42. Product -Processes -People -Outcomes






43. Sense of trustworthiness






44. Sleep






45. Energy and other non-room surcharges.






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






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






48. Trade-off between value and price






49. The room is not ready!






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