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






2. Service encounters during which service quality is judged






3. Tangibles -Reliability -Responsiveness -Assurance -Empathy






4. What matters is what customers value

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


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






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






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.

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


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






9. Giving the workforce authority to act.






10. The reversal of a problem






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






12. 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






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






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






15. Warm - heartfelt response






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






17. Inspectors hired by outsiders or by hotel itself






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






19. 2






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






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






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






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






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






25. Sense of trustworthiness






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






27. 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






28. Trade-off between value and price






29. Minimize complaints by informing about potential problems






30. 'Best' of everything






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






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

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


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






34. Noise - Temperature and Darkness






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






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






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






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






39. Energy and other non-room surcharges.






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






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






42. 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






43. Building - landscape - deocr and furnishings






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






45. 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






46. Sleep






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






48. Large rooms - many bathroom amenities






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






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