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






2. Warm - heartfelt response






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






4. Inspectors hired by outsiders or by hotel itself






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






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






7. Minimize complaints by informing about potential problems






8. Building - landscape - deocr and furnishings






9. Flows the relationship between expectation and reality






10. Consistent and accurate performance






11. The room is not ready!






12. Tangibles -Reliability -Responsiveness -Assurance -Empathy






13. 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






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






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






16. 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






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






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






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






20. Energy and other non-room surcharges.






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






22. 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






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






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






25. Willingness to help promptly






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






27. The reversal of a problem






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






29. Sense of trustworthiness






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






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






32. Sleep






33. What matters is what customers value


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






35. Giving the workforce authority to act.






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






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






38. Identification -Marketing -Regulations -Instructional






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






40. Product -Processes -People -Outcomes






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






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






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






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






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






46. 'Best' of everything






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


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






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






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