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. Minimize complaints by informing about potential problems






2. The reversal of a problem






3. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






6. Inspectors hired by outsiders or by hotel itself






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






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






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






10. The standard posted rate.






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






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






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






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






15. Identification -Marketing -Regulations -Instructional






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






17. Sense of trustworthiness






18. Trade-off between value and price






19. 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






20. Flows the relationship between expectation and reality






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






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






23. Sleep






24. What matters is what customers value


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. Building - landscape - deocr and furnishings






27. 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






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






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






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






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






32. Willingness to help promptly






33. Large rooms - many bathroom amenities






34. Product -Processes -People -Outcomes






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






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






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






38. 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.


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






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






41. 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






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






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






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


45. Consistent and accurate performance






46. Noise - Temperature and Darkness






47. 'Best' of everything






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






49. The room is not ready!






50. Giving the workforce authority to act.