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






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






3. What matters is what customers value


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






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






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






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






8. Consistent and accurate performance






9. Energy and other non-room surcharges.






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






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






12. Giving the workforce authority to act.






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






14. 'Best' of everything






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






16. Flows the relationship between expectation and reality






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






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. Inspectors hired by outsiders or by hotel itself






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






21. Service encounters during which service quality is judged






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






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






24. The standard posted rate.






25. 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






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






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






28. 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






29. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






32. 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.


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






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






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






36. Willingness to help promptly






37. Trade-off between value and price






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






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






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






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






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






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






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






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






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






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


48. Noise - Temperature and Darkness






49. Building - landscape - deocr and furnishings






50. Warm - heartfelt response