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






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






3. Energy and other non-room surcharges.






4. Product -Processes -People -Outcomes






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






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






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






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






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






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






12. 'Best' of everything






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






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






15. The room is not ready!






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






17. Sense of trustworthiness






18. Inspectors hired by outsiders or by hotel itself






19. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






23. Giving the workforce authority to act.






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






25. Noise - Temperature and Darkness






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






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






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






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






30. Building - landscape - deocr and furnishings






31. Willingness to help promptly






32. What matters is what customers value

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






34. 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






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






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






37. Large rooms - many bathroom amenities






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






39. The standard posted rate.






40. Service encounters during which service quality is judged






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






42. Sleep






43. Warm - heartfelt response






44. Identification -Marketing -Regulations -Instructional






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






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






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






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






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






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