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Can you answer 50 questions in 15 minutes?







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






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






3. Product -Processes -People -Outcomes






4. Willingness to help promptly






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






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






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

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8. 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






9. 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






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






11. Building - landscape - deocr and furnishings






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






13. Sense of trustworthiness






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






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






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






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






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






19. 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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20. 2






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






22. Identification -Marketing -Regulations -Instructional






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






24. Noise - Temperature and Darkness






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






26. The room is not ready!






27. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






31. 'Best' of everything






32. Energy and other non-room surcharges.






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






34. Flows the relationship between expectation and reality






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






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






37. Minimize complaints by informing about potential problems






38. Inspectors hired by outsiders or by hotel itself






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






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






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






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






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






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






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






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






47. The reversal of a problem






48. Trade-off between value and price






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






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