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. 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






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






3. Noise - Temperature and Darkness






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






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






6. What matters is what customers value

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






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






9. Warm - heartfelt response






10. Trade-off between value and price






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






12. Minimize complaints by informing about potential problems






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






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






15. Consistent and accurate performance






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






17. 2






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






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






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






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






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






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






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






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






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






27. 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






28. Identification -Marketing -Regulations -Instructional






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






30. 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






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

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






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






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






35. 'Best' of everything






36. Large rooms - many bathroom amenities






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






38. The room is not ready!






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






40. Sleep






41. Giving the workforce authority to act.






42. 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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43. Flows the relationship between expectation and reality






44. Product -Processes -People -Outcomes






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






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






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






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






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






50. Energy and other non-room surcharges.