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. Giving the guest a better room at a lower price






2. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






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






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






8. 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






9. 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.


10. Building - landscape - deocr and furnishings






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






12. Willingness to help promptly






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






14. The reversal of a problem






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






16. Flows the relationship between expectation and reality






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






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






19. Service encounters during which service quality is judged






20. 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






21. 'Best' of everything






22. 2






23. Warm - heartfelt response






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






25. The standard posted 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. The average room rate should equal $1 per $1000 of construction costs






28. Noise - Temperature and Darkness






29. The room is not ready!






30. 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






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






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






33. Large rooms - many bathroom amenities






34. Sense of trustworthiness






35. Sleep






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






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






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






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






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






41. 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






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






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






44. Consistent and accurate performance






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






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






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


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






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






50. Product -Processes -People -Outcomes