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. Product -Processes -People -Outcomes






2. 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






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






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






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






6. Minimize complaints by informing about potential problems






7. Warm - heartfelt response






8. Sense of trustworthiness






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






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






11. Inspectors hired by outsiders or by hotel itself






12. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






14. The reversal of a problem






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






16. Service encounters during which service quality is judged






17. 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






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






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






20. 2






21. Large rooms - many bathroom amenities






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






23. Identification -Marketing -Regulations -Instructional






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






25. Noise - Temperature and Darkness






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






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






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






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






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






31. Energy and other non-room surcharges.






32. Building - landscape - deocr and furnishings






33. Valet Parking - doorperson - concierges - hotel security and bell staff. They all have maximum guest contact. Have opportunity to sell hotel services






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. Giving the guest a better room at a lower price






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






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






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






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






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






42. The room is not ready!






43. Giving the workforce authority to act.






44. The standard posted rate.






45. Consistent and accurate performance






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






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






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






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






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