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






2. Energy and other non-room surcharges.






3. Minimize complaints by informing about potential problems






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






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






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






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






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






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






10. What matters is what customers value

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11. 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






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






13. 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






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

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






16. Identification -Marketing -Regulations -Instructional






17. Trade-off between value and price






18. Sense of trustworthiness






19. Inspectors hired by outsiders or by hotel itself






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






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






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






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






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






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






27. The room is not ready!






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






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






30. The standard posted rate.






31. Willingness to help promptly






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






33. 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






34. Service encounters during which service quality is judged






35. Large rooms - many bathroom amenities






36. Flows the relationship between expectation and reality






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






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






39. Product -Processes -People -Outcomes






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






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






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






43. 2






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






45. Giving the workforce authority to act.






46. Building - landscape - deocr and furnishings






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






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






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






50. The reversal of a problem