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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. Energy and other non-room surcharges.






3. 'Best' of everything






4. What matters is what customers value

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






6. 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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7. Minimize complaints by informing about potential problems






8. The reversal of a problem






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






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






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






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






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






14. Large rooms - many bathroom amenities






15. 2






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






17. Service encounters during which service quality is judged






18. Identification -Marketing -Regulations -Instructional






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






20. The room is not ready!






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






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






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






24. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






27. Giving the workforce authority to act.






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






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






30. Willingness to help promptly






31. The standard posted rate.






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

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






34. 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






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






36. 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






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






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






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






40. Consistent and accurate performance






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






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






43. 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






44. Sense of trustworthiness






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






46. Warm - heartfelt response






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






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






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






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






Can you answer 50 questions in 15 minutes?



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