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






2. 2






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






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






5. What matters is what customers value

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






7. Service encounters during which service quality is judged






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

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9. Sense of trustworthiness






10. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






13. Giving the workforce authority to act.






14. Willingness to help promptly






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






16. 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






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






18. 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






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






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






21. Minimize complaints by informing about potential problems






22. 'Best' of everything






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






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






25. 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






26. The standard posted rate.






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






28. Large rooms - many bathroom amenities






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






30. Product -Processes -People -Outcomes






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






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






33. Noise - Temperature and Darkness






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






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






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






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






38. Flows the relationship between expectation and reality






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






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






41. Consistent and accurate performance






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






43. Energy and other non-room surcharges.






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






45. 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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46. The room is not ready!






47. Sleep






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






49. Identification -Marketing -Regulations -Instructional






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