Test your basic knowledge |

Hotel Operations

Subject : hospitality
  • 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. Service encounters during which service quality is judged

2. The room is not ready!

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

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

5. 2

6. Building - landscape - deocr and furnishings

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

8. Inspectors hired by outsiders or by hotel itself

9. Warm - heartfelt response

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

11. Noise - Temperature and Darkness

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

13. 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

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

15. Energy and other non-room surcharges.

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

17. 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

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

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

20. 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

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

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

23. Sense of trustworthiness

24. Large rooms - many bathroom amenities

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

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

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

28. The standard posted rate.

29. 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.

30. Sleep

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

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

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

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

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

36. Identification -Marketing -Regulations -Instructional

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

38. Giving the workforce authority to act.

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

40. Flows the relationship between expectation and reality

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

42. Consistent and accurate performance

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

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

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

46. Willingness to help promptly

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

48. Product -Processes -People -Outcomes

49. The reversal of a problem

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