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. Energy and other non-room surcharges.






2. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






6. Trade-off between value and price






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






8. The reversal of a problem






9. Building - landscape - deocr and furnishings






10. 'Best' of everything






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






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






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






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






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






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






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






19. Sleep






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






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






22. Sense of trustworthiness






23. 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






24. Product -Processes -People -Outcomes






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






26. Consistent and accurate performance






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






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






29. 2






30. Identification -Marketing -Regulations -Instructional






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

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






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






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






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






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






37. Inspectors hired by outsiders or by hotel itself






38. Giving the workforce authority to act.






39. What matters is what customers value

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40. Large rooms - many bathroom amenities






41. 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






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






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






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






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






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






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






48. 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






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






50. Service encounters during which service quality is judged