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. The room is not ready!






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






3. 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






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

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






6. Product -Processes -People -Outcomes






7. Inspectors hired by outsiders or by hotel itself






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






9. 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






10. Sleep






11. Large rooms - many bathroom amenities






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






13. Service encounters during which service quality is judged






14. Consistent and accurate performance






15. Minimize complaints by informing about potential problems






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






17. Trade-off between value and price






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






19. 2






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






21. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






24. Energy and other non-room surcharges.






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






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






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






28. Giving the workforce authority to act.






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






30. The standard posted rate.






31. Building - landscape - deocr and furnishings






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






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






34. Sense of trustworthiness






35. Identification -Marketing -Regulations -Instructional






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






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






38. Warm - heartfelt response






39. What matters is what customers value

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






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






42. Flows the relationship between expectation and reality






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






44. Willingness to help promptly






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






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






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






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






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.