Hotel Operations Test 3 questions and
answers rated A+
Understanding Quality Management - correct answer ✔✔ Quality and hospitality are
inseparable
Consistent service quality is a sustainable competitive advantage
Quality is subjective - everyone views it differently
The basic product - correct answer ✔✔ guest rooms
Guests expect a good night's sleep
High standards must be set and maintained for bedding, cleanliness, temperature, darkness,
and noise
The processes - correct answer ✔✔ how every job is done
Jobs are done by people!
Management is the art and science of getting work done through other people
Hire the most qualified employees that you can find
Develop and implement Standard Operating Procedures (SOPs)
Train employees in the right procedures and techniques
Empower employees to make decisions and resolve issues independently
Involve employees in soliciting ideas for improvement
The people - correct answer ✔✔ how every employee is treated and treats others
Ladies and gentlemen serving ladies and gentlemen!
Quality management is an attitude that has every employee acting like a concierge and thinking
like a manager
,The results - correct answer ✔✔ what is achieved at every level
Have metrics in place to measure every result
Have right equipment and people in place to get the results
Have incentives in place to reward reaching results
Many ways of approaching quality - correct answer ✔✔ Synonymous with excellence
"Best" of everything
Measurable issues
Large rooms, many bathroom amenities
"Eye of the beholder"
What matters is what customers value
Value-based: Trade-off between value and price
Service quality is more difficult to define than quality of goods - correct answer ✔✔ Quality is
engineered into hard goods
Manufacturers are able to consistently build to standards by using machines
Services are actions of people who vary
Customers participate in "production" of services
Need to "train" customers
Need to educate customers
Actions of other customers can affect service
Yet, management has limited control over customers
Satisfaction flows from the relationship between expectation and reality - correct answer ✔✔ If
Reality = Expectations then "Satisfied"
McDonalds/Holiday Inn is standardized, so we know what to expect and we always get it
, If Reality < Expectations then "Dissatisfied"
The only photo on the website shows a room with an ocean view, but my room faces the city
dump!
If Reality > Expectations then "Thrilled"
American guest was expecting a lousy hotel in an under-developed country like India, but the
room and service were better than many hotels she had stayed at in the USA
What is Satisfaction? - correct answer ✔✔ Benefits of delivering higher quality than expected
Commands higher prices
Increases market share
Improves brand-loyalty
Reduces appeal of competitors promotions and deals
Makes customer your salesperson!
Job of management is to:
Address "expectations" through honest advertising that "under-sells".
Address "reality" through selection, training, empowerment of employees; high standards
leading to "over-delivery"
Service Expectations and Quality Management - correct answer ✔✔ How service expectations
are formed
Word of mouth
What did your friends and relatives say
Personal needs and desires
What are your personal motivations for that service
Past experiences
Good or bad experiences with this company?
Marketing communications
answers rated A+
Understanding Quality Management - correct answer ✔✔ Quality and hospitality are
inseparable
Consistent service quality is a sustainable competitive advantage
Quality is subjective - everyone views it differently
The basic product - correct answer ✔✔ guest rooms
Guests expect a good night's sleep
High standards must be set and maintained for bedding, cleanliness, temperature, darkness,
and noise
The processes - correct answer ✔✔ how every job is done
Jobs are done by people!
Management is the art and science of getting work done through other people
Hire the most qualified employees that you can find
Develop and implement Standard Operating Procedures (SOPs)
Train employees in the right procedures and techniques
Empower employees to make decisions and resolve issues independently
Involve employees in soliciting ideas for improvement
The people - correct answer ✔✔ how every employee is treated and treats others
Ladies and gentlemen serving ladies and gentlemen!
Quality management is an attitude that has every employee acting like a concierge and thinking
like a manager
,The results - correct answer ✔✔ what is achieved at every level
Have metrics in place to measure every result
Have right equipment and people in place to get the results
Have incentives in place to reward reaching results
Many ways of approaching quality - correct answer ✔✔ Synonymous with excellence
"Best" of everything
Measurable issues
Large rooms, many bathroom amenities
"Eye of the beholder"
What matters is what customers value
Value-based: Trade-off between value and price
Service quality is more difficult to define than quality of goods - correct answer ✔✔ Quality is
engineered into hard goods
Manufacturers are able to consistently build to standards by using machines
Services are actions of people who vary
Customers participate in "production" of services
Need to "train" customers
Need to educate customers
Actions of other customers can affect service
Yet, management has limited control over customers
Satisfaction flows from the relationship between expectation and reality - correct answer ✔✔ If
Reality = Expectations then "Satisfied"
McDonalds/Holiday Inn is standardized, so we know what to expect and we always get it
, If Reality < Expectations then "Dissatisfied"
The only photo on the website shows a room with an ocean view, but my room faces the city
dump!
If Reality > Expectations then "Thrilled"
American guest was expecting a lousy hotel in an under-developed country like India, but the
room and service were better than many hotels she had stayed at in the USA
What is Satisfaction? - correct answer ✔✔ Benefits of delivering higher quality than expected
Commands higher prices
Increases market share
Improves brand-loyalty
Reduces appeal of competitors promotions and deals
Makes customer your salesperson!
Job of management is to:
Address "expectations" through honest advertising that "under-sells".
Address "reality" through selection, training, empowerment of employees; high standards
leading to "over-delivery"
Service Expectations and Quality Management - correct answer ✔✔ How service expectations
are formed
Word of mouth
What did your friends and relatives say
Personal needs and desires
What are your personal motivations for that service
Past experiences
Good or bad experiences with this company?
Marketing communications
