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. Inspectors hired by outsiders or by hotel itself






2. Warm - heartfelt response






3. Product -Processes -People -Outcomes






4. Trade-off between value and price






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






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






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






9. Sense of trustworthiness






10. Minimize complaints by informing about potential problems






11. The room is not ready!






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






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






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






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






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






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






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






19. 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






20. Noise - Temperature and Darkness






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






22. The reversal of a problem






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






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






25. Consistent and accurate performance






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






27. Energy and other non-room surcharges.






28. Large rooms - many bathroom amenities






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






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






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






32. What matters is what customers value

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


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. Giving the guest a better room at a lower price






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






36. The standard posted rate.






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






38. 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






39. 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.

Warning: Invalid argument supplied for foreach() in /var/www/html/basicversity.com/show_quiz.php on line 183


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






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






42. 2






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






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






45. Building - landscape - deocr and furnishings






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






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






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






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






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