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. What matters is what customers value


2. Given to guests to verify name - room number and rate--corresponding to information on the registration card.






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






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






5. Flows the relationship between expectation and reality






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






7. 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.


8. The standard posted rate.






9. Sense of trustworthiness






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






11. Minimize complaints by informing about potential problems






12. 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






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






14. 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






15. Warm - heartfelt response






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






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






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






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






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






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






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






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






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






25. 'Best' of everything






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






27. Large rooms - many bathroom amenities






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






29. Sleep






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






31. Product -Processes -People -Outcomes






32. The room is not ready!






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






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






35. Noise - Temperature and Darkness






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






37. Willingness to help promptly






38. 2






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






40. The reversal of a problem






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






42. Trade-off between value and price






43. Tangibles -Reliability -Responsiveness -Assurance -Empathy






44. 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






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


46. Inspectors hired by outsiders or by hotel itself






47. Service encounters during which service quality is judged






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






49. Giving the workforce authority to act.






50. 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