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

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


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






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






4. Computer program to match reservations with rooms on a priority basis.






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






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






7. Tangibles -Reliability -Responsiveness -Assurance -Empathy






8. Warm - heartfelt response






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






10. 2






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






12. Product -Processes -People -Outcomes






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






14. Minimize complaints by informing about potential problems






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






17. The standard posted rate.






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

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


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






20. Consistent and accurate performance






21. Identification -Marketing -Regulations -Instructional






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






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






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






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






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






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






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






29. Flows the relationship between expectation and reality






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






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






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






33. Noise - Temperature and Darkness






34. 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






35. Service encounters during which service quality is judged






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






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






38. Energy and other non-room surcharges.






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






40. Giving the workforce authority to act.






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






42. Sense of trustworthiness






43. The room is not ready!






44. 'Best' of everything






45. Willingness to help promptly






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






47. The reversal of a problem






48. Trade-off between value and price






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






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






Can you answer 50 questions in 15 minutes?



Let me suggest you:

Browse all subjects

Browse all tests

Most popular tests



Major Subjects

Tests & Exams


AP
CLEP
DSST
GRE
SAT
GMAT

Browse all subjects

Browse all tests

Most popular tests