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. Flows the relationship between expectation and reality






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






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






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






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

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


6. 2






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






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






9. What matters is what customers value

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


10. Noise - Temperature and Darkness






11. Product -Processes -People -Outcomes






12. Warm - heartfelt response






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






14. 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.

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


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






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






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






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






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






20. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






22. 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






23. Building - landscape - deocr and furnishings






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






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






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






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






28. Minimize complaints by informing about potential problems






29. Sense of trustworthiness






30. 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






31. Service encounters during which service quality is judged






32. Identification -Marketing -Regulations -Instructional






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






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






35. The standard posted rate.






36. Energy and other non-room surcharges.






37. Large rooms - many bathroom amenities






38. 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






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






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






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






42. Willingness to help promptly






43. Trade-off between value and price






44. Inspectors hired by outsiders or by hotel itself






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






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






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






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






49. Giving the workforce authority to act.






50. 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