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






2. Energy and other non-room surcharges.






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






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






5. 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






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






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






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






9. 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






10. Giving the workforce authority to act.






11. Consistent and accurate performance






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






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






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






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






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






17. Product -Processes -People -Outcomes






18. Flows the relationship between expectation and reality






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






20. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






22. 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






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






24. Sleep






25. The standard posted rate.






26. Identification -Marketing -Regulations -Instructional






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






28. Minimize complaints by informing about potential problems






29. Building - landscape - deocr and furnishings






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






31. 'Best' of everything






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






33. Service encounters during which service quality is judged






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






35. Noise - Temperature and Darkness






36. Trade-off between value and price






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






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






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






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






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






42. Sense of trustworthiness






43. The reversal of a problem






44. Warm - heartfelt response






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






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






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






48. The room is not ready!






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






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






Can you answer 50 questions in 15 minutes?



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