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






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






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






5. Willingness to help promptly






6. 2






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






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






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






10. The standard posted rate.






11. Sense of trustworthiness






12. Noise - Temperature and Darkness






13. Identification -Marketing -Regulations -Instructional






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






15. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






19. Product -Processes -People -Outcomes






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






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






22. 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






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






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






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






26. Large rooms - many bathroom amenities






27. Consistent and accurate performance






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






29. Energy and other non-room surcharges.






30. 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






31. Giving the workforce authority to act.






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






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






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






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






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






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






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






39. Flows the relationship between expectation and reality






40. 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






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






42. Building - landscape - deocr and furnishings






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






44. The reversal of a problem






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






46. Inspectors hired by outsiders or by hotel itself






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






48. Sleep






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






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