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. 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






2. 'Best' of everything






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






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






5. Noise - Temperature and Darkness






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






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






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






9. Warm - heartfelt response






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






11. 2






12. Building - landscape - deocr and furnishings






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






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






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






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






17. Trade-off between value and price






18. What matters is what customers value

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19. Sleep






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






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






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






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






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






25. Energy and other non-room surcharges.






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






27. Sense of trustworthiness






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






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






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






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






32. 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






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






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






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.

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






37. The room is not ready!






38. Inspectors hired by outsiders or by hotel itself






39. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






41. The reversal of a problem






42. The standard posted rate.






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






44. 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






45. Identification -Marketing -Regulations -Instructional






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






47. Willingness to help promptly






48. Consistent and accurate performance






49. 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






50. Product -Processes -People -Outcomes