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






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

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






4. 2






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






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






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






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






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






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






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






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






13. Identification -Marketing -Regulations -Instructional






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






15. Minimize complaints by informing about potential problems






16. Willingness to help promptly






17. Building - landscape - deocr and furnishings






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






19. Flows the relationship between expectation and reality






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






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






22. What matters is what customers value

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23. Energy and other non-room surcharges.






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






25. 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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26. 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






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






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






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






30. Warm - heartfelt response






31. Trade-off between value and price






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






33. 'Best' of everything






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






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






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






37. Noise - Temperature and Darkness






38. 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






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






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






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






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






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






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






45. The standard posted rate.






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






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






48. The room is not ready!






49. The reversal of a problem






50. Sleep