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. 'Best' of everything






3. 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






4. The reversal of a problem






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






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






7. Service encounters during which service quality is judged






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






9. Large rooms - many bathroom amenities






10. Warm - heartfelt response






11. The room is not ready!






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






13. Sense of trustworthiness






14. 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






15. Product -Processes -People -Outcomes






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






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






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






19. 2






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






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






22. Building - landscape - deocr and furnishings






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






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






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






26. What matters is what customers value


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






28. Noise - Temperature and Darkness






29. 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






30. Trade-off between value and price






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






32. The standard posted rate.






33. Consistent and accurate performance






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


35. Willingness to help promptly






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






37. Minimize complaints by informing about potential problems






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






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






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






41. Sleep






42. Identification -Marketing -Regulations -Instructional






43. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






46. 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.


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






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






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






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