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






2. Energy and other non-room surcharges.






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






4. 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






5. Large rooms - many bathroom amenities






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






7. 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






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






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






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






11. Inspectors hired by outsiders or by hotel itself






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






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






14. Minimize complaints by informing about potential problems






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






16. Giving the workforce authority to act.






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






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






20. Flows the relationship between expectation and reality






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






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






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






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






25. Sleep






26. 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






27. 'Best' of everything






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






29. Identification -Marketing -Regulations -Instructional






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






31. 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.


32. The reversal of a problem






33. Sense of trustworthiness






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






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






36. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






39. The room is not ready!






40. Warm - heartfelt response






41. Trade-off between value and price






42. The standard posted rate.






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


44. 2






45. Service encounters during which service quality is judged






46. Noise - Temperature and Darkness






47. Product -Processes -People -Outcomes






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






49. Consistent and accurate performance






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