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. Sleep






2. Giving the workforce authority to act.






3. Large rooms - many bathroom amenities






4. 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






5. 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






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






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






8. The reversal of a problem






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






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






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






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






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

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


14. What matters is what customers value

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


15. Flows the relationship between expectation and reality






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






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






18. 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.

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


19. 'Best' of everything






20. Consistent and accurate performance






21. Inspectors hired by outsiders or by hotel itself






22. 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






23. Willingness to help promptly






24. The standard posted rate.






25. Service encounters during which service quality is judged






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






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






28. Identification -Marketing -Regulations -Instructional






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






30. Building - landscape - deocr and furnishings






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






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






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






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






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






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






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






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






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






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






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






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






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






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






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






46. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






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