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






2. Identification -Marketing -Regulations -Instructional






3. Inspectors hired by outsiders or by hotel itself






4. Sleep






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






6. Service encounters during which service quality is judged






7. Building - landscape - deocr and furnishings






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






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






10. 'Best' of everything






11. The room is not ready!






12. Product -Processes -People -Outcomes






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






14. 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






15. Willingness to help promptly






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






17. Giving the workforce authority to act.






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






19. Large rooms - many bathroom amenities






20. Warm - heartfelt response






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


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






23. 2






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






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






26. Sense of trustworthiness






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






28. 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.


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






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






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






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






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






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






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






36. Noise - Temperature and Darkness






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






38. Consistent and accurate performance






39. The reversal of a problem






40. 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






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






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






43. Tangibles -Reliability -Responsiveness -Assurance -Empathy






44. What matters is what customers value


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






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






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






48. Energy and other non-room surcharges.






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






50. 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