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. The room is not ready!






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






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






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






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






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






7. Noise - Temperature and Darkness






8. 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






9. 'Best' of everything






10. Giving the workforce authority to act.






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


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






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






14. Product -Processes -People -Outcomes






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






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






17. Service encounters during which service quality is judged






18. Sense of trustworthiness






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






20. Flows the relationship between expectation and reality






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






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






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






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






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






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






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






28. Large rooms - many bathroom amenities






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






30. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






33. Sleep






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






35. The reversal of a problem






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






37. Minimize complaints by informing about potential problems






38. 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






39. Warm - heartfelt response






40. What matters is what customers value


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






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






43. Building - landscape - deocr and furnishings






44. The standard posted rate.






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






46. Identification -Marketing -Regulations -Instructional






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






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






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






50. 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