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






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






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






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






5. What matters is what customers value

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6. 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






7. Trade-off between value and price






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






9. Product -Processes -People -Outcomes






10. Identification -Marketing -Regulations -Instructional






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






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






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






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






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






16. The standard posted rate.






17. 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






18. Consistent and accurate performance






19. 'Best' of everything






20. Flows the relationship between expectation and reality






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






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






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






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






25. Minimize complaints by informing about potential problems






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






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






28. Tangibles -Reliability -Responsiveness -Assurance -Empathy






29. Service encounters during which service quality is judged






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






31. The room is not ready!






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






33. 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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34. Building - landscape - deocr and furnishings






35. 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






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






37. Sense of trustworthiness






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






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






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






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






42. Warm - heartfelt response






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






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






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






46. Willingness to help promptly






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






48. Giving the workforce authority to act.






49. 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






50. Large rooms - many bathroom amenities