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. Energy and other non-room surcharges.






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






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






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






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






7. What matters is what customers value

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8. 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






9. Product -Processes -People -Outcomes






10. The room is not ready!






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






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






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






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






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






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






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






18. Sleep






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






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






21. 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






22. Warm - heartfelt response






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






24. Service encounters during which service quality is judged






25. Flows the relationship between expectation and reality






26. Consistent and accurate performance






27. Minimize complaints by informing about potential problems






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






29. Trade-off between value and price






30. The standard posted rate.






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






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






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






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






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






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






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






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

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39. Large rooms - many bathroom amenities






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






41. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






43. Willingness to help promptly






44. Identification -Marketing -Regulations -Instructional






45. 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






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






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






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






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