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. What matters is what customers value

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2. Trade-off between value and price






3. Tangibles -Reliability -Responsiveness -Assurance -Empathy






4. Product -Processes -People -Outcomes






5. Identification -Marketing -Regulations -Instructional






6. Inspectors hired by outsiders or by hotel itself






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






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






9. Sense of trustworthiness






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

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






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






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






15. Flows the relationship between expectation and reality






16. Service encounters during which service quality is judged






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






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






19. Minimize complaints by informing about potential problems






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






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






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






23. Noise - Temperature and Darkness






24. Consistent and accurate performance






25. Sleep






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






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






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






29. The standard posted rate.






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






31. Willingness to help promptly






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






33. 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






34. Building - landscape - deocr and furnishings






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






36. 2






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






38. Warm - heartfelt response






39. 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






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






41. The room is not ready!






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






43. Giving the workforce authority to act.






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






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






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






47. Large rooms - many bathroom amenities






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






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






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