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






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






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






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






5. 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






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






7. Trade-off between value and price






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






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






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






11. Sense of trustworthiness






12. 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






13. Building - landscape - deocr and furnishings






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






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






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






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






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






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






20. Noise - Temperature and Darkness






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






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






23. Giving the workforce authority to act.






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






25. What matters is what customers value

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26. 'Best' of everything






27. Sleep






28. Flows the relationship between expectation and reality






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






30. Product -Processes -People -Outcomes






31. Willingness to help promptly






32. 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






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






34. Warm - heartfelt response






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






36. Inspectors hired by outsiders or by hotel itself






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






38. 2






39. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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

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






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






44. Minimize complaints by informing about potential problems






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






46. Energy and other non-room surcharges.






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






48. The room is not ready!






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






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