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






2. Flows the relationship between expectation and reality






3. Noise - Temperature and Darkness






4. 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






5. Large rooms - many bathroom amenities






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






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. Tend to represent only extreme cases-confidential to management






9. The room is not ready!






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






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






12. Minimize complaints by informing about potential problems






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






14. Energy and other non-room surcharges.






15. Warm - heartfelt response






16. Consistent and accurate performance






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






18. 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






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






20. Inspectors hired by outsiders or by hotel itself






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






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






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






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






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

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






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






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






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






32. Tangibles -Reliability -Responsiveness -Assurance -Empathy






33. 'Best' of everything






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






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






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






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






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






39. 2






40. Identification -Marketing -Regulations -Instructional






41. Product -Processes -People -Outcomes






42. Trade-off between value and price






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






44. The reversal of a problem






45. Building - landscape - deocr and furnishings






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






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






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






49. The standard posted rate.






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