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. Product -Processes -People -Outcomes






2. 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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3. Noise - Temperature and Darkness






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






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






6. Trade-off between value and price






7. Service encounters during which service quality is judged






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






9. Large rooms - many bathroom amenities






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






11. 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






12. Building - landscape - deocr and furnishings






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

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






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






16. 'Best' of everything






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






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






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






20. Inspectors hired by outsiders or by hotel itself






21. Warm - heartfelt response






22. Sleep






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






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






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






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






27. 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






28. The reversal of a problem






29. Giving the workforce authority to act.






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






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






32. Sense of trustworthiness






33. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






36. Consistent and accurate performance






37. The room is not ready!






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






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






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






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






42. 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






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






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






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






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






47. The standard posted rate.






48. Flows the relationship between expectation and reality






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






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