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






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






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






4. 'Best' of everything






5. 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






6. The standard posted rate.






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






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






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






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






11. Energy and other non-room surcharges.






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






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






14. What matters is what customers value

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15. Building - landscape - deocr and furnishings






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






17. Trade-off between value and price






18. 2






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






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






21. Warm - heartfelt response






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






23. Large rooms - many bathroom amenities






24. The reversal of a problem






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






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






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






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






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






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






32. 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






33. Inspectors hired by outsiders or by hotel itself






34. Service encounters during which service quality is judged






35. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






37. Sleep






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






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






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






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






42. Product -Processes -People -Outcomes






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






44. Flows the relationship between expectation and reality






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






46. Sense of trustworthiness






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






48. Giving the workforce authority to act.






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






50. Noise - Temperature and Darkness