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. 'Best' of everything






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






3. Sense of trustworthiness






4. Large rooms - many bathroom amenities






5. Energy and other non-room surcharges.






6. 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






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






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






9. Trade-off between value and price






10. Building - landscape - deocr and furnishings






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






12. Giving the workforce authority to act.






13. The reversal of a problem






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






15. Sleep






16. Warm - heartfelt response






17. 2






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






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






20. What matters is what customers value

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






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






23. Noise - Temperature and Darkness






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






25. Willingness to help promptly






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






27. The room is not ready!






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






29. Identification -Marketing -Regulations -Instructional






30. The standard posted rate.






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






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






33. 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






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






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






36. Inspectors hired by outsiders or by hotel itself






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






38. Consistent and accurate performance






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






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






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






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






43. 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






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






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






46. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






48. Minimize complaints by informing about potential problems






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