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. Minimize complaints by informing about potential problems






2. Warm - heartfelt response






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






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






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






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






7. Building - landscape - deocr and furnishings






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






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






10. Energy and other non-room surcharges.






11. Sleep






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






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






14. 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






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






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






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






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






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






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






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






22. The room is not ready!






23. Service encounters during which service quality is judged






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






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






26. Tangibles -Reliability -Responsiveness -Assurance -Empathy






27. The reversal of a problem






28. 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






29. Large rooms - many bathroom amenities






30. Willingness to help promptly






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






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






33. 2






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






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






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






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






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






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






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






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






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






44. Sense of trustworthiness






45. Noise - Temperature and Darkness






46. Giving the workforce authority to act.






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






49. 'Best' of everything






50. Inspectors hired by outsiders or by hotel itself