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. Sense of trustworthiness






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






3. Large rooms - many bathroom amenities






4. The room is not ready!






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






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






7. The standard posted rate.






8. 2






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






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






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






12. Identification -Marketing -Regulations -Instructional






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






14. Giving the workforce authority to act.






15. 'Best' of everything






16. 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






17. Flows the relationship between expectation and reality






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






19. 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






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






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






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






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






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






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






26. Tangibles -Reliability -Responsiveness -Assurance -Empathy






27. Minimize complaints by informing about potential problems






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






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






30. Sleep






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






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. Trade-off between value and price






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






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






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






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






38. Consistent and accurate performance






39. The reversal of a problem






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






41. 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.


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


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






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






45. What matters is what customers value


46. Building - landscape - deocr and furnishings






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






48. Willingness to help promptly






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






50. Warm - heartfelt response