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






2. Inspectors hired by outsiders or by hotel itself






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






4. Product -Processes -People -Outcomes






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






6. Noise - Temperature and Darkness






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






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






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






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






11. What matters is what customers value

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






13. Warm - heartfelt response






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






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






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






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






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






19. Consistent and accurate performance






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






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






22. 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






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






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






25. 2






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






27. Identification -Marketing -Regulations -Instructional






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






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






30. Willingness to help promptly






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






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






33. 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






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






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






36. Sense of trustworthiness






37. 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






38. 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.

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39. Service encounters during which service quality is judged






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






41. Flows the relationship between expectation and reality






42. Building - landscape - deocr and furnishings






43. The reversal of a problem






44. Sleep






45. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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

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






49. Large rooms - many bathroom amenities






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