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. Minimize complaints by informing about potential problems






2. Energy and other non-room surcharges.






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






4. The reversal of a problem






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






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






7. Consistent and accurate performance






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






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






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






11. The room is not ready!






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






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






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






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






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






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






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






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






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






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






22. 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






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






24. Tangibles -Reliability -Responsiveness -Assurance -Empathy






25. 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






26. The standard posted rate.






27. Flows the relationship between expectation and reality






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






29. 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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30. Giving the guest a better room at a lower price






31. Sense of trustworthiness






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






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






35. Giving the workforce authority to act.






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






37. Identification -Marketing -Regulations -Instructional






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






39. 2






40. 'Best' of everything






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






42. Trade-off between value and price






43. What matters is what customers value

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






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

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46. Inspectors hired by outsiders or by hotel itself






47. Sleep






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






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






50. Noise - Temperature and Darkness