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






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






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






4. Sleep






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






6. Noise - Temperature and Darkness






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






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






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






10. 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






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






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






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






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






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






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






17. 'Best' of everything






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






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






20. Product -Processes -People -Outcomes






21. Flows the relationship between expectation and reality






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






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






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






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






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






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






28. 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






29. 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.


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






31. Giving the workforce authority to act.






32. Consistent and accurate performance






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






34. Minimize complaints by informing about potential problems






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






36. Energy and other non-room surcharges.






37. Warm - heartfelt response






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






39. 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






40. Inspectors hired by outsiders or by hotel itself






41. Identification -Marketing -Regulations -Instructional






42. Willingness to help promptly






43. The room is not ready!






44. Tangibles -Reliability -Responsiveness -Assurance -Empathy






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






46. The standard posted rate.






47. 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






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






49. The reversal of a problem






50. Sense of trustworthiness