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. Willingness to help promptly






2. Sleep






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






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






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






6. Inspectors hired by outsiders or by hotel itself






7. Noise - Temperature and Darkness






8. Energy and other non-room surcharges.






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






10. 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






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






12. Warm - heartfelt response






13. The room is not ready!






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






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






16. 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






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






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






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






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






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






22. 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






23. 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






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






25. 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.


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






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






28. Large rooms - many bathroom amenities






29. Product -Processes -People -Outcomes






30. Building - landscape - deocr and furnishings






31. What matters is what customers value


32. Consistent and accurate performance






33. Giving the workforce authority to act.






34. Identification -Marketing -Regulations -Instructional






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






36. Flows the relationship between expectation and reality






37. The standard posted rate.






38. 'Best' of everything






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






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






41. Sense of trustworthiness






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






43. 2






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






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






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






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






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


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






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