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






2. Minimize complaints by informing about potential problems






3. Inspectors hired by outsiders or by hotel itself






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






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






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






7. Building - landscape - deocr and furnishings






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






9. Sense of trustworthiness






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






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






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






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






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






15. Identification -Marketing -Regulations -Instructional






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






17. 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






18. Noise - Temperature and Darkness






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






20. Service encounters during which service quality is judged






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






22. Large rooms - many bathroom amenities






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






24. What matters is what customers value

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25. Sleep






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






27. Willingness to help promptly






28. The reversal of a problem






29. Energy and other non-room surcharges.






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






31. 'Best' of everything






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






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






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






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






36. Warm - heartfelt response






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






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






39. Giving the workforce authority to act.






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






41. Product -Processes -People -Outcomes






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






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






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

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






46. The room is not ready!






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






48. 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






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






50. 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