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






2. 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






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






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






5. The standard posted rate.






6. 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






7. 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






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






9. Inspectors hired by outsiders or by hotel itself






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






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






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






13. Service encounters during which service quality is judged






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






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






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






17. What matters is what customers value

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

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






20. Flows the relationship between expectation and reality






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






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






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






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






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






26. Consistent and accurate performance






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






28. The room is not ready!






29. 'Best' of everything






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






31. Sleep






32. Building - landscape - deocr and furnishings






33. Identification -Marketing -Regulations -Instructional






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






36. 2






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






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






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






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






41. Willingness to help promptly






42. Giving the workforce authority to act.






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






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






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






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






47. Tangibles -Reliability -Responsiveness -Assurance -Empathy






48. Minimize complaints by informing about potential problems






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






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