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. 'Best' of everything






2. Product -Processes -People -Outcomes






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

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4. 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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5. Flows the relationship between expectation and reality






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






7. Large rooms - many bathroom amenities






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






9. Giving the workforce authority to act.






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






11. Service encounters during which service quality is judged






12. 2






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






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






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






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






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






18. Warm - heartfelt response






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






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






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






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






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






24. Noise - Temperature and Darkness






25. What matters is what customers value

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






27. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






30. Trade-off between value and price






31. The standard posted rate.






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






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






34. 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






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






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






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






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






39. 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






40. The reversal of a problem






41. Consistent and accurate performance






42. Sleep






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






44. 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






45. Minimize complaints by informing about potential problems






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






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






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






49. 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






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