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






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






3. Inspectors hired by outsiders or by hotel itself






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






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






6. Product -Processes -People -Outcomes






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






8. Willingness to help promptly






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


10. Building - landscape - deocr and furnishings






11. Identification -Marketing -Regulations -Instructional






12. Energy and other non-room surcharges.






13. 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






14. 'Best' of everything






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






16. Warm - heartfelt response






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






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






19. Consistent and accurate performance






20. Giving the workforce authority to act.






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






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






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






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






25. Large rooms - many bathroom amenities






26. Noise - Temperature and Darkness






27. Service encounters during which service quality is judged






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






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






30. Sense of trustworthiness






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






32. 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






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






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






35. Flows the relationship between expectation and reality






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






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






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






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






40. What matters is what customers value


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






42. The room is not ready!






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






44. The standard posted rate.






45. 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.


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






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






48. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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