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. 2






2. Inspectors hired by outsiders or by hotel itself






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






4. Trade-off between value and price






5. 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






6. 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






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






8. Product -Processes -People -Outcomes






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






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






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






12. The room is not ready!






13. Minimize complaints by informing about potential problems






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






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






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






17. Consistent and accurate performance






18. Willingness to help promptly






19. What matters is what customers value

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






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






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






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






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






26. Noise - Temperature and Darkness






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






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






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






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






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






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






33. 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






34. Sense of trustworthiness






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






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






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






38. Identification -Marketing -Regulations -Instructional






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






40. Flows the relationship between expectation and reality






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






42. Warm - heartfelt response






43. Building - landscape - deocr and furnishings






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






45. Tangibles -Reliability -Responsiveness -Assurance -Empathy






46. Service encounters during which service quality is judged






47. Sleep






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






49. 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






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