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






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






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






4. Sleep






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






6. 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






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






8. Noise - Temperature and Darkness






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






10. Sense of trustworthiness






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






12. What matters is what customers value

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






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






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






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






17. Minimize complaints by informing about potential problems






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






19. 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






20. Flows the relationship between expectation and reality






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

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22. The reversal of a problem






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






24. Consistent and accurate performance






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






26. Tangibles -Reliability -Responsiveness -Assurance -Empathy






27. The standard posted rate.






28. 2






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






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






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






32. Willingness to help promptly






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






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






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






36. 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






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






38. Identification -Marketing -Regulations -Instructional






39. Warm - heartfelt response






40. 'Best' of everything






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






43. Building - landscape - deocr and furnishings






44. Energy and other non-room surcharges.






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






46. Giving the workforce authority to act.






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






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






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






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