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. 'Best' of everything






3. 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






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






5. 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






6. Building - landscape - deocr and furnishings






7. What matters is what customers value


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






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






10. Noise - Temperature and Darkness






11. 2






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






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






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






15. The standard posted rate.






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






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






18. Willingness to help promptly






19. Product -Processes -People -Outcomes






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






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






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






23. Minimize complaints by informing about potential problems






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






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






26. Trade-off between value and price






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






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






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


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






32. Warm - heartfelt response






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






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






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






36. Identification -Marketing -Regulations -Instructional






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






38. Large rooms - many bathroom amenities






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






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






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






42. The room is not ready!






43. 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






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






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






46. Tangibles -Reliability -Responsiveness -Assurance -Empathy






47. 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






48. Service encounters during which service quality is judged






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






50. Inspectors hired by outsiders or by hotel itself