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. Warm - heartfelt response






2. Consistent and accurate performance






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






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






5. The reversal of a problem






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






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






8. Building - landscape - deocr and furnishings






9. Service encounters during which service quality is judged






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






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






12. Identification -Marketing -Regulations -Instructional






13. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






16. 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






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






18. Product -Processes -People -Outcomes






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






20. The room is not ready!






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






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






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






24. 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






25. Giving the workforce authority to act.






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






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






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






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






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






31. Flows the relationship between expectation and reality






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






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






34. Inspectors hired by outsiders or by hotel itself






35. 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.


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






37. What matters is what customers value


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






39. Noise - Temperature and Darkness






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






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






42. 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






43. Sleep






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






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






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






47. Sense of trustworthiness






48. Minimize complaints by informing about potential problems






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






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