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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. Sense of trustworthiness






2. 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






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






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






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






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






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






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






9. Large rooms - many bathroom amenities






10. 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






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






12. Trade-off between value and price






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






14. Product -Processes -People -Outcomes






15. 2






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






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






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






19. Warm - heartfelt response






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






21. Consistent and accurate performance






22. Identification -Marketing -Regulations -Instructional






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. What matters is what customers value

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25. Giving the workforce authority to act.






26. The reversal of a problem






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






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






29. Service encounters during which service quality is judged






30. The room is not ready!






31. Minimize complaints by informing about potential problems






32. Sleep






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






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






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






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






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






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






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






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






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






42. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






44. Energy and other non-room surcharges.






45. Willingness to help promptly






46. Noise - Temperature and Darkness






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






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






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






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






Can you answer 50 questions in 15 minutes?



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