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






2. 2






3. Giving the workforce authority to act.






4. Identification -Marketing -Regulations -Instructional






5. Energy and other non-room surcharges.






6. Inspectors hired by outsiders or by hotel itself






7. Building - landscape - deocr and furnishings






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






9. Consistent and accurate performance






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






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






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






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






14. Product -Processes -People -Outcomes






15. 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






16. 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






17. 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






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






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






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






22. What matters is what customers value

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






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






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






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






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






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

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29. Tangibles -Reliability -Responsiveness -Assurance -Empathy






30. Willingness to help promptly






31. The standard posted rate.






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






33. The room is not ready!






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






35. 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






36. Sleep






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






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






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






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






41. Warm - heartfelt response






42. Large rooms - many bathroom amenities






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






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






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






46. Service encounters during which service quality is judged






47. Noise - Temperature and Darkness






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






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






50. Sense of trustworthiness