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. Flows the relationship between expectation and reality






2. Tangibles -Reliability -Responsiveness -Assurance -Empathy






3. What matters is what customers value


4. The room is not ready!






5. 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.


6. Willingness to help promptly






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






8. The reversal of a problem






9. Noise - Temperature and Darkness






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






11. Large rooms - many bathroom amenities






12. Consistent and accurate performance






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






14. Building - landscape - deocr and furnishings






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






16. Minimize complaints by informing about potential problems






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






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






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






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






21. Product -Processes -People -Outcomes






22. 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






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






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






26. Giving the workforce authority to act.






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






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






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






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






31. Inspectors hired by outsiders or by hotel itself






32. Warm - heartfelt response






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






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






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


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






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






38. Identification -Marketing -Regulations -Instructional






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






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






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






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






45. Energy and other non-room surcharges.






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






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






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






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