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






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






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






4. 2






5. Giving the workforce authority to act.






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






7. 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.

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


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






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






10. Identification -Marketing -Regulations -Instructional






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






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






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






14. The room is not ready!






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






16. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






20. The reversal of a problem






21. Willingness to help promptly






22. Sense of trustworthiness






23. Service encounters during which service quality is judged






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






25. 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






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






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






28. Inspectors hired by outsiders or by hotel itself






29. Noise - Temperature and Darkness






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






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






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






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






34. Large rooms - many bathroom amenities






35. What matters is what customers value

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


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






37. 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






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






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






40. The standard posted rate.






41. 'Best' of everything






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






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






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






45. Energy and other non-room surcharges.






46. Flows the relationship between expectation and reality






47. Warm - heartfelt response






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






49. 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






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