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






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






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






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






5. 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






6. Trade-off between value and price






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






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






9. Willingness to help promptly






10. 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






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






12. 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






13. Consistent and accurate performance






14. Identification -Marketing -Regulations -Instructional






15. Sense of trustworthiness






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


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






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






19. 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






20. Energy and other non-room surcharges.






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






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






23. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






25. 'Best' of everything






26. Noise - Temperature and Darkness






27. 2






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






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






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






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






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






33. Sleep






34. Flows the relationship between expectation and reality






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






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






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






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






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






40. Service encounters during which service quality is judged






41. The standard posted rate.






42. Minimize complaints by informing about potential problems






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






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






45. Building - landscape - deocr and furnishings






46. Warm - heartfelt response






47. What matters is what customers value


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






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






50. 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.