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






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






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






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






6. Building - landscape - deocr and furnishings






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






8. Flows the relationship between expectation and reality






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






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






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






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






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






14. Identification -Marketing -Regulations -Instructional






15. The room is not ready!






16. 2






17. Tangibles -Reliability -Responsiveness -Assurance -Empathy






18. 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






19. Sense of trustworthiness






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






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






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






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






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






26. The reversal of a problem






27. Sleep






28. Trade-off between value and price






29. Energy and other non-room surcharges.






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






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






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






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






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






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






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

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37. Consistent and accurate performance






38. 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






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






40. Service encounters during which service quality is judged






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






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






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






44. Willingness to help promptly






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






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. Giving the workforce authority to act.






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






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






50. What matters is what customers value

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