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. Flows the relationship between expectation and reality






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






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






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






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






6. Product -Processes -People -Outcomes






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






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






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






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






11. Inspectors hired by outsiders or by hotel itself






12. Sleep






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






14. Service encounters during which service quality is judged






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






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






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






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






19. Consistent and accurate performance






20. Building - landscape - deocr and furnishings






21. 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






22. 2






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






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


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






26. Warm - heartfelt response






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






28. Willingness to help promptly






29. Large rooms - many bathroom amenities






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






31. 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






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






33. 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.


34. The standard posted rate.






35. The room is not ready!






36. Giving the workforce authority to act.






37. The reversal of a problem






38. Sense of trustworthiness






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






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






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






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






43. 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






44. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






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






47. Energy and other non-room surcharges.






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






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






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