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






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






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






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






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






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






8. Willingness to help promptly






9. Minimize complaints by informing about potential problems






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






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






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






13. Large rooms - many bathroom amenities






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






15. Service encounters during which service quality is judged






16. The standard posted rate.






17. The reversal of a problem






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






19. 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






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






21. The room is not ready!






22. Noise - Temperature and Darkness






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






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






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






26. Tangibles -Reliability -Responsiveness -Assurance -Empathy






27. Sleep






28. 'Best' of everything






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






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






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






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






33. Giving the workforce authority to act.






34. 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






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






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






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






38. Consistent and accurate performance






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






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






41. 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






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






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






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






45. Inspectors hired by outsiders or by hotel itself






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






47. 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






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






49. What matters is what customers value

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50. Identification -Marketing -Regulations -Instructional