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. The reversal of a problem






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






3. The standard posted rate.






4. Flows the relationship between expectation and reality






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






6. Trade-off between value and price






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






8. 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






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






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






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

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






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






14. 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






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






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






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






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






19. The room is not ready!






20. Consistent and accurate performance






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






22. Minimize complaints by informing about potential problems






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






24. Sense of trustworthiness






25. Sleep






26. 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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27. Energy and other non-room surcharges.






28. Willingness to help promptly






29. Service encounters during which service quality is judged






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






31. What matters is what customers value

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32. 2






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






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






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






36. Warm - heartfelt response






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






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






39. Noise - Temperature and Darkness






40. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






42. Building - landscape - deocr and furnishings






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






44. Giving the workforce authority to act.






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






46. 'Best' of everything






47. Large rooms - many bathroom amenities






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






49. Identification -Marketing -Regulations -Instructional






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