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. Tend to represent only extreme cases-confidential to management






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






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






4. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






6. Warm - heartfelt response






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






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






9. Willingness to help promptly






10. The standard posted rate.






11. Minimize complaints by informing about potential problems






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






13. 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.


14. Giving the workforce authority to act.






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






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






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






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






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


20. Service encounters during which service quality is judged






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






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






23. Consistent and accurate performance






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






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






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






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






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






29. Inspectors hired by outsiders or by hotel itself






30. The reversal of a problem






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






32. Large rooms - many bathroom amenities






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






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






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






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






37. Flows the relationship between expectation and reality






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






39. 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






40. Identification -Marketing -Regulations -Instructional






41. 'Best' of everything






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






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






44. Building - landscape - deocr and furnishings






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






46. What matters is what customers value


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






48. 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






49. Trade-off between value and price






50. The room is not ready!