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. 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






2. The reversal of a problem






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






4. Giving the workforce authority to act.






5. Trade-off between value and price






6. Warm - heartfelt response






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






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






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






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






11. Identification -Marketing -Regulations -Instructional






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






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






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






15. The room is not ready!






16. What matters is what customers value

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17. 'Best' of everything






18. Inspectors hired by outsiders or by hotel itself






19. Energy and other non-room surcharges.






20. Noise - Temperature and Darkness






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






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






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






24. Building - landscape - deocr and furnishings






25. Sense of trustworthiness






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






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






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






29. Large rooms - many bathroom amenities






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






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






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






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






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






35. The standard posted rate.






36. Product -Processes -People -Outcomes






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






38. Consistent and accurate performance






39. 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






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






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






43. Service encounters during which service quality is judged






44. Willingness to help promptly






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






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






47. Flows the relationship between expectation and reality






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






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






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