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






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






3. Service encounters during which service quality is judged






4. 2






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






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






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






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






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

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






11. Giving the workforce authority to act.






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






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






14. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






16. What matters is what customers value

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






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






19. 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






20. Trade-off between value and price






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






22. Large rooms - many bathroom amenities






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






24. The room is not ready!






25. Identification -Marketing -Regulations -Instructional






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






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






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






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






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






31. Building - landscape - deocr and furnishings






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






33. 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






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






35. Willingness to help promptly






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






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






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






39. Consistent and accurate performance






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






41. Flows the relationship between expectation and reality






42. Warm - heartfelt response






43. Sleep






44. Sense of trustworthiness






45. The reversal of a problem






46. 'Best' of everything






47. 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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48. Noise - Temperature and Darkness






49. Minimize complaints by informing about potential problems






50. 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







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Can you answer 50 questions in 15 minutes?


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