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






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. Warm - heartfelt response






4. The standard posted rate.






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






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






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






8. Flows the relationship between expectation and reality






9. Sense of trustworthiness






10. Sleep






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






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






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






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






15. Willingness to help promptly






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






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






18. Inspectors hired by outsiders or by hotel itself






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






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






21. Noise - Temperature and Darkness






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






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






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






25. Giving the workforce authority to act.






26. Trade-off between value and price






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






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






29. 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






30. Identification -Marketing -Regulations -Instructional






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






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






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






34. The reversal of a problem






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






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






37. Building - landscape - deocr and furnishings






38. Consistent and accurate performance






39. Product -Processes -People -Outcomes






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






41. Energy and other non-room surcharges.






42. 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






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






44. What matters is what customers value

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






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






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






48. 'Best' of everything






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






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