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






3. Warm - heartfelt response






4. Sleep






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






6. 'Best' of everything






7. The standard posted rate.






8. Flows the relationship between expectation and reality






9. What matters is what customers value

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10. Energy and other non-room surcharges.






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






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






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






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






16. Service encounters during which service quality is judged






17. Identification -Marketing -Regulations -Instructional






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






19. Inspectors hired by outsiders or by hotel itself






20. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






24. Building - landscape - deocr and furnishings






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






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






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






28. The room is not ready!






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






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






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






32. Giving the workforce authority to act.






33. Product -Processes -People -Outcomes






34. The reversal of a problem






35. 2






36. 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






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






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






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






40. 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






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






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






43. Willingness to help promptly






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






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






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






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






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






49. Consistent and accurate performance






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