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. Building - landscape - deocr and furnishings






2. Warm - heartfelt response






3. Sleep






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






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

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






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






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






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






10. Energy and other non-room surcharges.






11. Giving the workforce authority to act.






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






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






14. Minimize complaints by informing about potential problems






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






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






17. The standard posted rate.






18. Willingness to help promptly






19. 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






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






21. Inspectors hired by outsiders or by hotel itself






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






23. Product -Processes -People -Outcomes






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






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






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






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






28. 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






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






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






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






33. The room is not ready!






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






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






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






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






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






39. The reversal of a problem






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






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






42. 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






43. Identification -Marketing -Regulations -Instructional






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






45. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






47. Sense of trustworthiness






48. Noise - Temperature and Darkness






49. 2






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