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






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






3. 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






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






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






6. Giving the workforce authority to act.






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






8. Minimize complaints by informing about potential problems






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






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






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






12. Tangibles -Reliability -Responsiveness -Assurance -Empathy






13. 'Best' of everything






14. Flows the relationship between expectation and reality






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






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






17. 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






18. Identification -Marketing -Regulations -Instructional






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






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






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






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. The reversal of a problem






25. Sense of trustworthiness






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






27. Large rooms - many bathroom amenities






28. Sleep






29. Building - landscape - deocr and furnishings






30. Warm - heartfelt response






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






32. Energy and other non-room surcharges.






33. The standard posted rate.






34. Noise - Temperature and Darkness






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






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






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






38. Willingness to help promptly






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






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






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






43. 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






44. What matters is what customers value

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






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

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47. Inspectors hired by outsiders or by hotel itself






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






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






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