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






2. Building - landscape - deocr and furnishings






3. What matters is what customers value

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

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






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






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






8. 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






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






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






11. The reversal of a problem






12. Large rooms - many bathroom amenities






13. Noise - Temperature and Darkness






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






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






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






17. 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






18. 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






19. Service encounters during which service quality is judged






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






21. Warm - heartfelt response






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






23. Giving the workforce authority to act.






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






25. 'Best' of everything






26. The standard posted rate.






27. Sense of trustworthiness






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






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






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






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






32. 2






33. Flows the relationship between expectation and reality






34. Trade-off between value and price






35. Minimize complaints by informing about potential problems






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






37. Product -Processes -People -Outcomes






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






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






40. Energy and other non-room surcharges.






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






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






43. Willingness to help promptly






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






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






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






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






49. 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






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