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






2. 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






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






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






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






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






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






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






9. Willingness to help promptly






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






11. The room is not ready!






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






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






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






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






16. Noise - Temperature and Darkness






17. Trade-off between value and price






18. Sense of trustworthiness






19. Large rooms - many bathroom amenities






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






21. 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






22. Identification -Marketing -Regulations -Instructional






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






24. 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






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






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






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






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






29. Energy and other non-room surcharges.






30. What matters is what customers value

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31. Minimize complaints by informing about potential problems






32. 2






33. 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






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






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






37. Consistent and accurate performance






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






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






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






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






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






43. Service encounters during which service quality is judged






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






45. The reversal of a problem






46. Sleep






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






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






49. Inspectors hired by outsiders or by hotel itself






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