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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. 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






2. Sense of trustworthiness






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






4. The standard posted rate.






5. Flows the relationship between expectation and reality






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






7. Inspectors hired by outsiders or by hotel itself






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






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






10. Noise - Temperature and Darkness






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






12. Energy and other non-room surcharges.






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






14. The reversal of a problem






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






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






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






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






19. Consistent and accurate performance






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






21. Service encounters during which service quality is judged






22. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






24. 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






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






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






27. Trade-off between value and price






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






29. 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






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






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






32. The room is not ready!






33. Minimize complaints by informing about potential problems






34. 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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35. Open to the world--need to monitor and respond rapidly






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






37. 'Best' of everything






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






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






40. Identification -Marketing -Regulations -Instructional






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






42. What matters is what customers value

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43. Large rooms - many bathroom amenities






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






45. Willingness to help promptly






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






47. Sleep






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






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






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






Can you answer 50 questions in 15 minutes?



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