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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. Building - landscape - deocr and furnishings






2. The reversal of a problem






3. Giving the workforce authority to act.






4. The room is not ready!






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






7. 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






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






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

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10. Energy and other non-room surcharges.






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






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






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






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






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






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






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






18. Identification -Marketing -Regulations -Instructional






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






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






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






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






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






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






25. Large rooms - many bathroom amenities






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






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






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






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






30. The standard posted rate.






31. Sleep






32. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






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






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






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






39. Service encounters during which service quality is judged






40. 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






41. Noise - Temperature and Darkness






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






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






44. 'Best' of everything






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






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






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






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






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







Sorry!:) No result found.

Can you answer 50 questions in 15 minutes?


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