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. Giving the workforce authority to act.






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






3. Inspectors hired by outsiders or by hotel itself






4. Large rooms - many bathroom amenities






5. 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.






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






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






8. Consistent and accurate performance






9. Noise - Temperature and Darkness






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






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






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






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






14. Product -Processes -People -Outcomes






15. The standard posted rate.






16. Flows the relationship between expectation and reality






17. The reversal of a problem






18. 2






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






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






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






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






23. 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






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






25. Building - landscape - deocr and furnishings






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






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






28. Minimize complaints by informing about potential problems






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






30. 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






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






32. Willingness to help promptly






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






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






35. Warm - heartfelt response






36. Tangibles -Reliability -Responsiveness -Assurance -Empathy






37. Sleep






38. What matters is what customers value






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






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






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






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






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






44. Service encounters during which service quality is judged






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






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






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






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






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






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.