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






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






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






4. 'Best' of everything






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






6. 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.


7. Minimize complaints by informing about potential problems






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






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






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






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






12. 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






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






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






15. Service encounters during which service quality is judged






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






17. The standard posted rate.






18. Warm - heartfelt response






19. Building - landscape - deocr and furnishings






20. 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






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


22. 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






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






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






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






26. Giving the workforce authority to act.






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






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






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






30. Noise - Temperature and Darkness






31. 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






32. Willingness to help promptly






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






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






35. What matters is what customers value


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






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






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






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






40. Flows the relationship between expectation and reality






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






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






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






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






45. Product -Processes -People -Outcomes






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






47. The room is not ready!






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






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






50. Sense of trustworthiness