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






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






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






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






5. Warm - heartfelt response






6. Sleep






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






8. Trade-off between value and price






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






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






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






12. Tangibles -Reliability -Responsiveness -Assurance -Empathy






13. Willingness to help promptly






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






15. What matters is what customers value


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






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






18. 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






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






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






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






22. Inspectors hired by outsiders or by hotel itself






23. 2






24. Large rooms - many bathroom amenities






25. Noise - Temperature and Darkness






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






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






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






29. Giving the workforce authority to act.






30. The reversal of a problem






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






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






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






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


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






36. 'Best' of everything






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






38. Sense of trustworthiness






39. Minimize complaints by informing about potential problems






40. Product -Processes -People -Outcomes






41. 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






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






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






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






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






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






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






48. The standard posted rate.






49. Consistent and accurate performance






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