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. Noise - Temperature and Darkness






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






3. 'Best' of everything






4. 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






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






6. Building - landscape - deocr and furnishings






7. 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.


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






9. Energy and other non-room surcharges.






10. Consistent and accurate performance






11. 2






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






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






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






15. Large rooms - many bathroom amenities






16. 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






17. Identification -Marketing -Regulations -Instructional






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






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






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






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






22. Product -Processes -People -Outcomes






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






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






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






26. Willingness to help promptly






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






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






29. The reversal of a problem






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






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






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






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






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






35. Sense of trustworthiness






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






37. 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






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






39. The room is not ready!






40. 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






41. Minimize complaints by informing about potential problems






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






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






44. Trade-off between value and price






45. Sleep






46. Warm - heartfelt response






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






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






49. Service encounters during which service quality is judged






50. Tangibles -Reliability -Responsiveness -Assurance -Empathy