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. 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






3. The reversal of a problem






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






5. 'Best' of everything






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






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






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






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






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






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






12. Trade-off between value and price






13. Sense of trustworthiness






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






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






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






17. Inspectors hired by outsiders or by hotel itself






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






19. Consistent and accurate performance






20. Building - landscape - deocr and furnishings






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






22. 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


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






24. 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


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






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






27. Willingness to help promptly






28. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






30. Energy and other non-room surcharges.






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






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






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






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






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






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






37. 2






38. Service encounters during which service quality is judged






39. The room is not ready!






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






41. 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






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






43. The standard posted rate.






44. What matters is what customers value

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


45. Sleep






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






47. Product -Processes -People -Outcomes






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






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






50. Flows the relationship between expectation and reality