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






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






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






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






6. What matters is what customers value

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






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






9. Giving the workforce authority to act.






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






11. Minimize complaints by informing about potential problems






12. Large rooms - many bathroom amenities






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






14. Willingness to help promptly






15. 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






16. Warm - heartfelt response






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






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






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






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






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






22. Tangibles -Reliability -Responsiveness -Assurance -Empathy






23. Inspectors hired by outsiders or by hotel itself






24. Product -Processes -People -Outcomes






25. Sleep






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






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






28. Noise - Temperature and Darkness






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






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






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






32. Identification -Marketing -Regulations -Instructional






33. The room is not ready!






34. 2






35. Service encounters during which service quality is judged






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






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






38. 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






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






40. Sense of trustworthiness






41. Building - landscape - deocr and furnishings






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






43. 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






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

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






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






47. Flows the relationship between expectation and reality






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






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






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