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






2. The room is not ready!






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






4. 'Best' of everything






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






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






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






8. Consistent and accurate performance






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






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






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






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






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






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






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






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






17. Sense of trustworthiness






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






19. Energy and other non-room surcharges.






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






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






22. Tangibles -Reliability -Responsiveness -Assurance -Empathy






23. 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






24. Noise - Temperature and Darkness






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






26. Flows the relationship between expectation and reality






27. Identification -Marketing -Regulations -Instructional






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






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






30. Large rooms - many bathroom amenities






31. Building - landscape - deocr and furnishings






32. 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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33. Product -Processes -People -Outcomes






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






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

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36. Service encounters during which service quality is judged






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






38. Sleep






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






40. Willingness to help promptly






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






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






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






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






45. Giving the workforce authority to act.






46. Warm - heartfelt response






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






48. The standard posted rate.






49. 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






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