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






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






3. The standard posted rate.






4. Consistent and accurate performance






5. Energy and other non-room surcharges.






6. Flows the relationship between expectation and reality






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






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






9. The reversal of a problem






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






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






12. 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






13. 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






14. 2






15. Sleep






16. Product -Processes -People -Outcomes






17. Inspectors hired by outsiders or by hotel itself






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






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






20. Service encounters during which service quality is judged






21. Willingness to help promptly






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






23. Warm - heartfelt response






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






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






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






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






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






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






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






31. Noise - Temperature and Darkness






32. Sense of trustworthiness






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






34. 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






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






36. Large rooms - many bathroom amenities






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






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






39. 'Best' of everything






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






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






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

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






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






45. Building - landscape - deocr and furnishings






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






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






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






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