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


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






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






4. Warm - heartfelt response






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






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






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






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






9. Product -Processes -People -Outcomes






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






11. Sense of trustworthiness






12. 2






13. Flows the relationship between expectation and reality






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






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






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






17. Noise - Temperature and Darkness






18. Minimize complaints by informing about potential problems






19. Giving the workforce authority to act.






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






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






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






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






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






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






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






27. What matters is what customers value


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. 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






30. Large rooms - many bathroom amenities






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






32. Identification -Marketing -Regulations -Instructional






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






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






35. Sleep






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






37. 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






38. Energy and other non-room surcharges.






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






40. The room is not ready!






41. 'Best' of everything






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. Trade-off between value and price






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






45. Tangibles -Reliability -Responsiveness -Assurance -Empathy






46. 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






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






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






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






50. Building - landscape - deocr and furnishings