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






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






3. Tangibles -Reliability -Responsiveness -Assurance -Empathy






4. Large rooms - many bathroom amenities






5. The room is not ready!






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






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






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






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






10. The standard posted rate.






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






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






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






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






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






16. Noise - Temperature and Darkness






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






18. 2






19. Service encounters during which service quality is judged






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






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






22. Energy and other non-room surcharges.






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






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






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






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






27. Product -Processes -People -Outcomes






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






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






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

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






32. 'Best' of everything






33. Minimize complaints by informing about potential problems






34. Consistent and accurate performance






35. 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






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






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






38. Giving the workforce authority to act.






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






40. What matters is what customers value

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41. 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






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






43. 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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44. Sense of trustworthiness






45. Flows the relationship between expectation and reality






46. Warm - heartfelt response






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






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






49. Identification -Marketing -Regulations -Instructional






50. The reversal of a problem