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. What matters is what customers value


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






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


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






5. Trade-off between value and price






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






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






8. The standard posted rate.






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






10. Sleep






11. Sense of trustworthiness






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






13. Noise - Temperature and Darkness






14. 2






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






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






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






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






19. Flows the relationship between expectation and reality






20. Building - landscape - deocr and furnishings






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






22. Willingness to help promptly






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






24. 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.


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






26. Minimize complaints by informing about potential problems






27. 'Best' of everything






28. The room is not ready!






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






30. Inspectors hired by outsiders or by hotel itself






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






32. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






36. 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






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






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






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






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






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. The reversal of a problem






43. Product -Processes -People -Outcomes






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






45. Energy and other non-room surcharges.






46. Large rooms - many bathroom amenities






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






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






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






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