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. Trade-off between value and price






2. Minimize complaints by informing about potential problems






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






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






5. Inspectors hired by outsiders or by hotel itself






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






7. Product -Processes -People -Outcomes






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






9. Building - landscape - deocr and furnishings






10. 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






11. The room is not ready!






12. 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.


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






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






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






16. Noise - Temperature and Darkness






17. 'Best' of everything






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






19. Service encounters during which service quality is judged






20. Flows the relationship between expectation and reality






21. Identification -Marketing -Regulations -Instructional






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






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






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


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






26. Warm - heartfelt response






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






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






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






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






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






32. Large rooms - many bathroom amenities






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






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






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






36. 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






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






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






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






40. Willingness to help promptly






41. 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






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






43. Sleep






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






45. Sense of trustworthiness






46. Giving the workforce authority to act.






47. The standard posted rate.






48. 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






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






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