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. Large rooms - many bathroom amenities






2. The standard posted rate.






3. The reversal of a problem






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






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






6. Trade-off between value and price






7. 'Best' of everything






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






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






10. 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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11. Consistent and accurate performance






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






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






14. Inspectors hired by outsiders or by hotel itself






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






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






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






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






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






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






21. Giving the workforce authority to act.






22. Sense of trustworthiness






23. Tangibles -Reliability -Responsiveness -Assurance -Empathy






24. 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






25. Willingness to help promptly






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






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






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






29. Sleep






30. 2






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






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






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

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34. Service encounters during which service quality is judged






35. Energy and other non-room surcharges.






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






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






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






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






40. What matters is what customers value

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41. Product -Processes -People -Outcomes






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






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






44. The room is not ready!






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






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






47. 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






48. 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






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






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