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. What matters is what customers value

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






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






4. Willingness to help promptly






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






6. Warm - heartfelt response






7. 'Best' of everything






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






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






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






11. Identification -Marketing -Regulations -Instructional






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






13. Consistent and accurate performance






14. The room is not ready!






15. 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






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






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






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






20. 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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21. Giving the workforce authority to act.






22. 2






23. Product -Processes -People -Outcomes






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






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

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






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






28. Large rooms - many bathroom amenities






29. 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






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






31. Inspectors hired by outsiders or by hotel itself






32. Flows the relationship between expectation and reality






33. Energy and other non-room surcharges.






34. Building - landscape - deocr and furnishings






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






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






37. Sleep






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






39. 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






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






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






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






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






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






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






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






47. Trade-off between value and price






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






49. Service encounters during which service quality is judged






50. 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