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






2. Energy and other non-room surcharges.






3. 2






4. Sense of trustworthiness






5. Noise - Temperature and Darkness






6. What matters is what customers value

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






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






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.

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






11. Consistent and accurate performance






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






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






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






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






16. Product -Processes -People -Outcomes






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






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






19. Willingness to help promptly






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






21. Warm - heartfelt response






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






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






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






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






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






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






28. Service encounters during which service quality is judged






29. Sleep






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






31. 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






32. 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






33. Minimize complaints by informing about potential problems






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






35. Trade-off between value and price






36. Large rooms - many bathroom amenities






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






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






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

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






41. Inspectors hired by outsiders or by hotel itself






42. The standard posted rate.






43. Identification -Marketing -Regulations -Instructional






44. The reversal of a problem






45. Flows the relationship between expectation and reality






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






47. Giving the workforce authority to act.






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






49. 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






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






Can you answer 50 questions in 15 minutes?



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