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






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






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






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






5. Inspectors hired by outsiders or by hotel itself






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






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






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






9. 'Best' of everything






10. The reversal of a problem






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






12. Product -Processes -People -Outcomes






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






14. Flows the relationship between expectation and reality






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






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






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






18. 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






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






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






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






22. Energy and other non-room surcharges.






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






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






25. 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






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






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






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






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.


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


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






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






33. Consistent and accurate performance






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






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






36. The standard posted rate.






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






38. Minimize complaints by informing about potential problems






39. Trade-off between value and price






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






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






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






43. The room is not ready!






44. 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






45. Identification -Marketing -Regulations -Instructional






46. Willingness to help promptly






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






48. Service encounters during which service quality is judged






49. 2






50. Noise - Temperature and Darkness






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