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. Warm - heartfelt response






2. 2






3. Sense of trustworthiness






4. Flows the relationship between expectation and reality






5. Willingness to help promptly






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






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






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






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






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






11. 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






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






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






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






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






16. Inspectors hired by outsiders or by hotel itself






17. What matters is what customers value

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18. Building - landscape - deocr and furnishings






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






20. The reversal of a problem






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






22. Giving the workforce authority to act.






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






24. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






27. Consistent and accurate performance






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






29. Product -Processes -People -Outcomes






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






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






32. 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






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






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






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






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






37. Large rooms - many bathroom amenities






38. The room is not ready!






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






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






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






42. Minimize complaints by informing about potential problems






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






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






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






46. 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






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






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






49. 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






50. Energy and other non-room surcharges.