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. The room is not ready!






2. Consistent and accurate performance






3. Identification -Marketing -Regulations -Instructional






4. Minimize complaints by informing about potential problems






5. Product -Processes -People -Outcomes






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






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






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






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






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






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






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






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






14. 'Best' of everything






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






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






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






18. Inspectors hired by outsiders or by hotel itself






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






20. 2






21. The standard posted rate.






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






23. Sleep






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






25. Willingness to help promptly






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






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






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






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






30. What matters is what customers value


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






32. Warm - heartfelt response






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






34. Flows the relationship between expectation and reality






35. Building - landscape - deocr and furnishings






36. Energy and other non-room surcharges.






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






38. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






42. Trade-off between value and price






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






44. Large rooms - many bathroom amenities






45. The reversal of a problem






46. Giving the workforce authority to act.






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






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






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






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