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. Minimize complaints by informing about potential problems






2. Willingness to help promptly






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






4. 2






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






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






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






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






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






10. Noise - Temperature and Darkness






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






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






13. What matters is what customers value

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


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

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


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






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






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






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






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






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






21. The room is not ready!






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






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






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






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






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






27. Energy and other non-room surcharges.






28. 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






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






30. Identification -Marketing -Regulations -Instructional






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






32. The reversal of a problem






33. 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


34. Consistent and accurate performance






35. Flows the relationship between expectation and reality






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






37. Warm - heartfelt response






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






39. Service encounters during which service quality is judged






40. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






42. Sleep






43. The standard posted rate.






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






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






46. Giving the workforce authority to act.






47. 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






48. Large rooms - many bathroom amenities






49. Sense of trustworthiness






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