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. Trade-off between value and price






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






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






4. Noise - Temperature and Darkness






5. Large rooms - many bathroom amenities






6. Flows the relationship between expectation and reality






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






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






9. 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






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






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






12. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






14. Giving the workforce authority to act.






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






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






17. 'Best' of everything






18. The reversal of a problem






19. Willingness to help promptly






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






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






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






23. Product -Processes -People -Outcomes






24. Sense of trustworthiness






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






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






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

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28. Identification -Marketing -Regulations -Instructional






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






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






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






32. Service encounters during which service quality is judged






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






34. 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






35. Reduced role of this department due to improved telecommunication technology and vending machines for ice - drinks etc...






36. Minimize complaints by informing about potential problems






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






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






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






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






41. Inspectors hired by outsiders or by hotel itself






42. What matters is what customers value

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43. 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.

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44. Energy and other non-room surcharges.






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






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






47. The standard posted rate.






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






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






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