Test your basic knowledge |

Hotel Operations

Subject : hospitality
  • Answer 50 questions in 15 minutes.
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  • 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. Word of mouth - Personal needs and desires - Past Experiences - Marketing Communications

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

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

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

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

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

7. Sleep

8. 'Best' of everything

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

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

11. 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

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

13. Product -Processes -People -Outcomes

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

15. Energy and other non-room surcharges.

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

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

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

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

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

21. Minimize complaints by informing about potential problems

22. 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

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

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

25. Identification -Marketing -Regulations -Instructional

26. Sense of trustworthiness

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

28. Service encounters during which service quality is judged

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

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

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

32. Willingness to help promptly

33. What matters is what customers value

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

35. Warm - heartfelt response

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

37. The reversal of a problem

38. Tangibles -Reliability -Responsiveness -Assurance -Empathy

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

40. Large rooms - many bathroom amenities

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

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

43. 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

44. Flows the relationship between expectation and reality

45. Building - landscape - deocr and furnishings

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

47. Noise - Temperature and Darkness

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

49. Consistent and accurate performance

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