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






2. 'Best' of everything






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






4. The reversal of a problem






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






6. 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






7. 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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8. Product -Processes -People -Outcomes






9. Service encounters during which service quality is judged






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






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






12. Large rooms - many bathroom amenities






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






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






15. Trade-off between value and price






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






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






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






19. Consistent and accurate performance






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






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






22. Willingness to help promptly






23. Energy and other non-room surcharges.






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






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






26. Identification -Marketing -Regulations -Instructional






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






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






29. 2






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






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






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






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






34. Minimize complaints by informing about potential problems






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






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






37. The room is not ready!






38. Warm - heartfelt response






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






40. 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






41. 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






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






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






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






45. Giving the workforce authority to act.






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






47. Inspectors hired by outsiders or by hotel itself






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






49. Noise - Temperature and Darkness






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