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






2. Willingness to help promptly






3. The room is not ready!






4. 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






5. Product -Processes -People -Outcomes






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

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






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






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






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






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






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






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






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






15. Warm - heartfelt response






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






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






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






19. Flows the relationship between expectation and reality






20. Large rooms - many bathroom amenities






21. 'Best' of everything






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






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






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






25. 2






26. The reversal of a problem






27. 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






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






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






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






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






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






34. Sense of trustworthiness






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






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






37. What matters is what customers value

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38. Consistent and accurate performance






39. Building - landscape - deocr and furnishings






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






41. Inspectors hired by outsiders or by hotel itself






42. 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






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






44. The standard posted rate.






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






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






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






48. Service encounters during which service quality is judged






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






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