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






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






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






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






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






7. Identification -Marketing -Regulations -Instructional






8. Sense of trustworthiness






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






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






11. Trade-off between value and price






12. The room is not ready!






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






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






15. Large rooms - many bathroom amenities






16. Consistent and accurate performance






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






18. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






20. Inspectors hired by outsiders or by hotel itself






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






22. The standard posted rate.






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






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






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






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






27. Sleep






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






29. 2






30. Warm - heartfelt response






31. 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






32. 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






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






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






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






36. 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






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






38. Minimize complaints by informing about potential problems






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






40. Noise - Temperature and Darkness






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






42. Product -Processes -People -Outcomes






43. Giving the workforce authority to act.






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






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






46. Flows the relationship between expectation and reality






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






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






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






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