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. 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






2. Willingness to help promptly






3. 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.


4. Sleep






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






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






7. The reversal of a problem






8. Minimize complaints by informing about potential problems






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






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






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






12. Identification -Marketing -Regulations -Instructional






13. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






15. Service encounters during which service quality is judged






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






17. Noise - Temperature and Darkness






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






19. Flows the relationship between expectation and reality






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






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






22. 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






23. 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






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






25. The standard posted rate.






26. Sense of trustworthiness






27. 2






28. Large rooms - many bathroom amenities






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






30. The room is not ready!






31. Trade-off between value and price






32. 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






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






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


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






36. Inspectors hired by outsiders or by hotel itself






37. Giving the workforce authority to act.






38. Consistent and accurate performance






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






40. Warm - heartfelt response






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






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






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






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






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






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






47. What matters is what customers value


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






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






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