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. Giving the workforce authority to act.






2. Noise - Temperature and Darkness






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






4. 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






5. 2






6. What matters is what customers value

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






8. Flows the relationship between expectation and reality






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






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






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






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






13. Inspectors hired by outsiders or by hotel itself






14. Building - landscape - deocr and furnishings






15. 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






16. The standard posted rate.






17. 'Best' of everything






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






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






20. The room is not ready!






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






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






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






24. Trade-off between value and price






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






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






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






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






29. Product -Processes -People -Outcomes






30. 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






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






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






33. Service encounters during which service quality is judged






34. Identification -Marketing -Regulations -Instructional






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






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






37. Sleep






38. Consistent and accurate performance






39. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






43. Sense of trustworthiness






44. Energy and other non-room surcharges.






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






47. Warm - heartfelt response






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






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






50. 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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