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. Giving the workforce authority to act.






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






3. Noise - Temperature and Darkness






4. What matters is what customers value


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






6. Sleep






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






8. 'Best' of everything






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






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


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






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






13. Minimize complaints by informing about potential problems






14. Tangibles -Reliability -Responsiveness -Assurance -Empathy






15. The room is not ready!






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






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






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






19. Energy and other non-room surcharges.






20. Willingness to help promptly






21. Large rooms - many bathroom amenities






22. The standard posted rate.






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






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






25. The reversal of a problem






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






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






28. Service encounters during which service quality is judged






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






30. Consistent and accurate performance






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






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






33. 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






34. Flows the relationship between expectation and reality






35. Trade-off between value and price






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






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






38. Identification -Marketing -Regulations -Instructional






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






40. Product -Processes -People -Outcomes






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






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






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






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






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






46. 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






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






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






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






50. Sense of trustworthiness