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






2. Sense of trustworthiness






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






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






5. 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






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






7. Tangibles -Reliability -Responsiveness -Assurance -Empathy






8. The reversal of a problem






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






10. Inspectors hired by outsiders or by hotel itself






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






12. Warm - heartfelt response






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






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






15. Product -Processes -People -Outcomes






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






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






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






19. 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.


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


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






22. Identification -Marketing -Regulations -Instructional






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






24. Large rooms - many bathroom amenities






25. Flows the relationship between expectation and reality






26. Sleep






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






28. 2






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






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






31. Energy and other non-room surcharges.






32. 'Best' of everything






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






34. Giving the workforce authority to act.






35. The standard posted rate.






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






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






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






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






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






41. The room is not ready!






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






43. 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






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






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






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






47. Willingness to help promptly






48. Noise - Temperature and Darkness






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






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