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






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






3. Sense of trustworthiness






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






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






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






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






8. 'Best' of everything






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






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






11. The standard posted rate.






12. Large rooms - many bathroom amenities






13. Giving the workforce authority to act.






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






15. Sleep






16. 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






17. Minimize complaints by informing about potential problems






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






19. 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






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






21. 2






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






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






24. Noise - Temperature and Darkness






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






26. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






28. Product -Processes -People -Outcomes






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






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






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






33. Warm - heartfelt response






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






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






36. Identification -Marketing -Regulations -Instructional






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






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






39. Building - landscape - deocr and furnishings






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






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






42. Flows the relationship between expectation and reality






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






44. Energy and other non-room surcharges.






45. 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






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






47. Service encounters during which service quality is judged






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






49. Consistent and accurate performance






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