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






2. Minimize complaints by informing about potential problems






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






4. 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






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






6. 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






7. 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






8. Service encounters during which service quality is judged






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

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






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






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






13. Giving the workforce authority to act.






14. The standard posted rate.






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






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






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






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






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






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






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






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






24. Consistent and accurate performance






25. Inspectors hired by outsiders or by hotel itself






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






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






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






29. 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






30. Product -Processes -People -Outcomes






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






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






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






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






36. Willingness to help promptly






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






38. 2






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






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






41. Large rooms - many bathroom amenities






42. Trade-off between value and price






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






44. Identification -Marketing -Regulations -Instructional






45. The reversal of a problem






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






47. What matters is what customers value

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






49. Sleep






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