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. Tend to represent only extreme cases-confidential to management






2. Service encounters during which service quality is judged






3. Product -Processes -People -Outcomes






4. Noise - Temperature and Darkness






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






6. The reversal of a problem






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. Giving the workforce authority to act.






9. Warm - heartfelt response






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






11. 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






12. Sleep






13. The standard posted rate.






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






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






16. What matters is what customers value

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17. 2






18. Inspectors hired by outsiders or by hotel itself






19. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






23. 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






24. Trade-off between value and price






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






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






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






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






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






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






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






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






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






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






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






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






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






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






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






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






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

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






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






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






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






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






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






50. Consistent and accurate performance