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






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






3. What matters is what customers value

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






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






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






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






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






10. The reversal of a problem






11. 2






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






13. Trade-off between value and price






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






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






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






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






18. Consistent and accurate performance






19. 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






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






21. 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






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






24. Willingness to help promptly






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






26. Product -Processes -People -Outcomes






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






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






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






30. Energy and other non-room surcharges.






31. 'Best' of everything






32. The room is not ready!






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






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






35. Identification -Marketing -Regulations -Instructional






36. Minimize complaints by informing about potential problems






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






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






39. Inspectors hired by outsiders or by hotel itself






40. Sleep






41. Large rooms - many bathroom amenities






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






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






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






45. Building - landscape - deocr and furnishings






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






47. Warm - heartfelt response






48. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






50. Service encounters during which service quality is judged







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Can you answer 50 questions in 15 minutes?


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