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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. Tangibles -Reliability -Responsiveness -Assurance -Empathy






2. Product -Processes -People -Outcomes






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






4. Building - landscape - deocr and furnishings






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






6. 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






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






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






9. Consistent and accurate performance






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






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






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






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






14. 2






15. Energy and other non-room surcharges.






16. Giving the workforce authority to act.






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






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






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






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






21. Sleep






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






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






24. Inspectors hired by outsiders or by hotel itself






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






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






27. 'Best' of everything






28. Flows the relationship between expectation and reality






29. Sense of trustworthiness






30. The standard posted rate.






31. Large rooms - many bathroom amenities






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






33. Trade-off between value and price






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






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






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






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






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






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






41. Minimize complaints by informing about potential problems






42. 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






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






44. Service encounters during which service quality is judged






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






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






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






48. 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






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






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

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Can you answer 50 questions in 15 minutes?


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