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






2. Flows the relationship between expectation and reality






3. 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






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






5. Sleep






6. Sense of trustworthiness






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






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






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






10. 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






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






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






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






14. Energy and other non-room surcharges.






15. Trade-off between value and price






16. Product -Processes -People -Outcomes






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






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






19. The room is not ready!






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






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






22. 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






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






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






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






26. Tangibles -Reliability -Responsiveness -Assurance -Empathy






27. What matters is what customers value

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

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






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






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






32. Minimize complaints by informing about potential problems






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






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






35. Service encounters during which service quality is judged






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






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






38. Willingness to help promptly






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






40. Noise - Temperature and Darkness






41. Building - landscape - deocr and furnishings






42. 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






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






44. Identification -Marketing -Regulations -Instructional






45. Giving the workforce authority to act.






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






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






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






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






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