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. 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






3. 'Best' of everything






4. The room is not ready!






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






6. Noise - Temperature and Darkness






7. Tangibles -Reliability -Responsiveness -Assurance -Empathy






8. Large rooms - many bathroom amenities






9. Flows the relationship between expectation and reality






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






11. Energy and other non-room surcharges.






12. Inspectors hired by outsiders or by hotel itself






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






14. Service encounters during which service quality is judged






15. Trade-off between value and price






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






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






18. 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






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






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






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






22. What matters is what customers value


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






24. The standard posted rate.






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






26. Minimize complaints by informing about potential problems






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






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






29. Sleep






30. The reversal of a problem






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






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






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






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






35. 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.


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






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






38. Giving the workforce authority to act.






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






40. Consistent and accurate performance






41. Identification -Marketing -Regulations -Instructional






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






43. Product -Processes -People -Outcomes






44. 2






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






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






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






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






49. Building - landscape - deocr and furnishings






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