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






2. 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






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

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






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






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






7. Minimize complaints by informing about potential problems






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






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






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






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






12. Tangibles -Reliability -Responsiveness -Assurance -Empathy






13. The standard posted rate.






14. Large rooms - many bathroom amenities






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. What matters is what customers value

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17. 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






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






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






20. 'Best' of everything






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






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






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






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






26. 2






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






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






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






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






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






32. The room is not ready!






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






34. Service encounters during which service quality is judged






35. Identification -Marketing -Regulations -Instructional






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






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






38. 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






39. Sleep






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






41. Flows the relationship between expectation and reality






42. The reversal of a problem






43. Warm - heartfelt response






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






45. Trade-off between value and price






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






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






48. Willingness to help promptly






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






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