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






3. Warm - heartfelt response






4. Consistent and accurate performance






5. 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






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


7. Sleep






8. Flows the relationship between expectation and reality






9. 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.


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






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






12. Sense of trustworthiness






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






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






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






16. Noise - Temperature and Darkness






17. Identification -Marketing -Regulations -Instructional






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






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






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






21. Product -Processes -People -Outcomes






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






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






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






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






26. Tangibles -Reliability -Responsiveness -Assurance -Empathy






27. Giving the workforce authority to act.






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






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






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






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






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






33. Service encounters during which service quality is judged






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






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






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






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






38. Willingness to help promptly






39. Large rooms - many bathroom amenities






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






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






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






43. Minimize complaints by informing about potential problems






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






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






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






47. What matters is what customers value


48. 2






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






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