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






3. 'Best' of everything






4. 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






5. Product -Processes -People -Outcomes






6. 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.


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






8. Minimize complaints by informing about potential problems






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






10. Consistent and accurate performance






11. Identification -Marketing -Regulations -Instructional






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






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






14. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






17. Sense of trustworthiness






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


19. The standard posted rate.






20. Energy and other non-room surcharges.






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






22. Service encounters during which service quality is judged






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






24. 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






25. The room is not ready!






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






27. Trade-off between value and price






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






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






30. Willingness to help promptly






31. Noise - Temperature and Darkness






32. Sleep






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






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






35. Large rooms - many bathroom amenities






36. Warm - heartfelt response






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






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






39. The reversal of a problem






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






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






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






43. 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






44. Flows the relationship between expectation and reality






45. 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






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






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






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






49. Building - landscape - deocr and furnishings






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