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. Noise - Temperature and Darkness






2. Willingness to help promptly






3. Minimize complaints by informing about potential problems






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






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






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






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






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






9. Product -Processes -People -Outcomes






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






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






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






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






14. Sleep






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






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






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






18. Large rooms - many bathroom amenities






19. 2






20. Consistent and accurate performance






21. Sense of trustworthiness






22. 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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23. The reversal of a problem






24. What matters is what customers value

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






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






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






28. Service encounters during which service quality is judged






29. Warm - heartfelt response






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






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






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






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






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






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






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






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






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






39. Giving the workforce authority to act.






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






41. The standard posted rate.






42. Tangibles -Reliability -Responsiveness -Assurance -Empathy






43. 'Best' of everything






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

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






46. Flows the relationship between expectation and reality






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






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






49. Inspectors hired by outsiders or by hotel itself






50. 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