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






2. 'Best' of everything






3. Product -Processes -People -Outcomes






4. 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






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






6. Willingness to help promptly






7. Sense of trustworthiness






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






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






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






11. Service encounters during which service quality is judged






12. Identification -Marketing -Regulations -Instructional






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






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

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






16. Inspectors hired by outsiders or by hotel itself






17. 2






18. Sleep






19. Giving the workforce authority to act.






20. Warm - heartfelt response






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






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. Tend to represent only extreme cases-confidential to management






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






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






26. The standard posted rate.






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






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






29. Large rooms - many bathroom amenities






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






31. The reversal of a problem






32. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






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






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






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






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






39. Noise - Temperature and Darkness






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






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






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






43. Minimize complaints by informing about potential problems






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






45. The room is not ready!






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






47. Building - landscape - deocr and furnishings






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






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






50. Flows the relationship between expectation and reality