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






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






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






4. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






6. Product -Processes -People -Outcomes






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






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






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






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






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






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






13. 2






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






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






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






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






18. Identification -Marketing -Regulations -Instructional






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






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






21. Giving the workforce authority to act.






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






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






24. Large rooms - many bathroom amenities






25. The standard posted rate.






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






27. Noise - Temperature and Darkness






28. Sleep






29. Service encounters during which service quality is judged






30. Consistent and accurate performance






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






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






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






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

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






36. 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






37. What matters is what customers value

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38. Sense of trustworthiness






39. The room is not ready!






40. Warm - heartfelt response






41. Flows the relationship between expectation and reality






42. Inspectors hired by outsiders or by hotel itself






43. 'Best' of everything






44. 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






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






46. 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






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






48. Minimize complaints by informing about potential problems






49. Building - landscape - deocr and furnishings






50. Willingness to help promptly