Hotel Management Quiz

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Questions and Answers

What is the primary goal of increasing the average price per booking in a hotel?

Contributing to the hotel’s revenue (correct)

Enhancing guest experience

Improving cleanliness

Reducing vacancy rates

Which of the following is NOT a step in the standard check-out procedure at a hotel?

Settle guest account

Greet the guest

Offer a complimentary breakfast (correct)

Check for late charges

Which phase of the guest cycle includes when the guest makes room reservations?

Pre-arrival (correct)

Departure

Arrival

Occupancy

Which factor does NOT affect the occupancy rate of a hotel?

Room service menu Signup and view all the answers

Which position is NOT typically found in the housekeeping department?

Sous chef Signup and view all the answers

What is a significant benefit of in-room dining for guests?

Enhanced guest satisfaction Signup and view all the answers

In the restaurant, who typically has the highest level of authority?

Restaurant manager Signup and view all the answers

Which type of menu features individually priced dishes that are prepared and cooked to order?

Selective menu Signup and view all the answers

What is a key advantage of using a Central Reservation System (CRS) for airlines?

Minimizing man-made errors Signup and view all the answers

What characterizes institutionalized tourists?

They operate within a fixed itinerary and have limited decision-making power. Signup and view all the answers

What is one of the negative impacts of the demonstration effect on local populations?

Vanishing hope and loss of traditional culture Signup and view all the answers

Which of the following represents a problem associated with a Global Distribution System (GDS)?

Security issues regarding personal data Signup and view all the answers

What is a key difference between explorers and drifters?

Explorers seek local connections, whereas drifters avoid tourism establishments. Signup and view all the answers

Which type of tourist prefers heavily structured itineraries and familiar settings?

Psychocentric tourist Signup and view all the answers

Which of the following is a positive socio-cultural impact of tourism?

Improvement in quality of life Signup and view all the answers

What describes a mid-centric tourist?

They appreciate both independent and package tours within comfort. Signup and view all the answers

What is a potential negative effect of employment shifts caused by tourism?

Health problems and congestion Signup and view all the answers

What behavior is typical of allocentric tourists?

They are self-confident and seek adventure in lesser-known locations. Signup and view all the answers

Which of these options is a characteristic of a well-functioning Global Distribution System?

Stable website and app design Signup and view all the answers

How does tourism often affect the value system of indigenous peoples?

Changing indigenous values and behaviors Signup and view all the answers

Individual mass tourists differ from institutionalized tourists in that they:

Have a certain degree of autonomy in itinerary changes. Signup and view all the answers

Which statement about psychocentric tourists is TRUE?

They prefer tourist destinations that are familiar and comfortable. Signup and view all the answers

What is the impact of the commodification of culture in tourism?

It can lead to a loss of authenticity in cultural expressions Signup and view all the answers

Drifters are known for their:

Desire to engage fully with local lifestyles in unregulated settings. Signup and view all the answers

What is the primary objective of designing a menu in a commercial operation?

To identify food and drink offerings and maintain profitability Signup and view all the answers

Which type of menu is specifically available only on a certain day and includes set items?

Menu of the day (Carte du jour) Signup and view all the answers

What food cost percentage is typically associated with a cost-based pricing approach?

20-30% Signup and view all the answers

Which of the following factors does NOT influence the design and layout of a kitchen?

The ambiance of the restaurant Signup and view all the answers

Which of the following is NOT considered a feature of a well-planned kitchen?

Color of the decor Signup and view all the answers

What benefit does sharing pictures of food on a menu provide to a restaurant?

Increases customer confidence Signup and view all the answers

Which sensory aspect is NOT typically addressed in the ambiance of a restaurant?

Intellect Signup and view all the answers

Which type of menu would be appropriate for a setting where smaller portion sizes are essential, often aimed at children?

Children’s menu Signup and view all the answers

Which of the following is not a force in the STEEP analysis model?

Cognitive forces Signup and view all the answers

What category does eco-tourism fall under?

Forms of tourism Signup and view all the answers

Which characteristic of travel products refers to the inability to hold ownership of the service?

Immobility of Ownership Signup and view all the answers

Which type of tourist attraction includes traditions and handicrafts?

Cultural attraction Signup and view all the answers

Which of the following is a primary attraction in tourism?

Natural parks Signup and view all the answers

Which aspect of tourism refers to places of pilgrimage and religious headquarters?

Religious attraction Signup and view all the answers

Which factor is not considered part of the role of a destination’s image?

Personal friendships Signup and view all the answers

What concept implies that tourists seek new experiences while desiring reminders of home?

Cohen’s Classification Signup and view all the answers

What is one of the key responsibilities of the Tourism Commission?

Formulating policy and overall strategy in promoting tourism Signup and view all the answers

Which agency is primarily responsible for protecting the interests of outbound travelers?

Travel Industry Compensation Fund Signup and view all the answers

Which distribution channel involves both a travel retailer and a customer?

Bilateral Signup and view all the answers

What role does the Hong Kong Tourism Board play in relation to tourism?

Market and promote Hong Kong as a destination worldwide Signup and view all the answers

Which of the following is NOT a function of intermediaries in tourism?

Provide the final travel products directly to customers Signup and view all the answers

How does the Travel Industry Council of Hong Kong maintain standards within the industry?

By protecting traveler interests Signup and view all the answers

What is one responsibility of the Hong Kong Hotel Association?

Advise the government on hotel development Signup and view all the answers

What does a Global Distribution System (GDS) primarily facilitate?

Transactions between third parties and looking agents Signup and view all the answers

Study Notes

External Environment (STEEP)

Social/Cultural forces
Technological forces
Environmental forces
Economic forces
Political forces

Tourist with Special Needs

Very important persons
Senior travelers
Children
Disabled individuals
Religious travelers
Pregnant travelers
Infant travelers
Travelers with a physical challenge

Forms of Tourism

Leisure/Holiday Tourism
Business Tourism
Cultural Tourism
Eco-tourism
Study Tourism
Religious Tourism
Health Tourism
Visiting Friends and relatives
Sport Tourism

Characteristics of Travel Products (DIPICI)

Differentiation
Intangible
Perishability
The inseparability of Production and Consumption
Complementarity
Immobility of Ownership

Attributors of Attractions

High quality
Authenticity
Uniqueness
Drawing power
Activity Options
Accessibility

Typology of Attractions

Primary and Secondary Attractions
Natural and Man-made Attractions
- Natural Environment
- Man-made (not originally for tourism)
- Man-made (purpose-built for tourism)
Special Events

Types of Tourist Attractions

Natural Attractions
- Climate
- Physical features and scenery
Historical Attractions
- Historic sites
- Famous constructions
- History Museums
- Historic relics
Cultural Attractions
- Traditions
- Art
- Handicrafts
- Food
- Music and Dance
- Lifestyle
Religious Attractions
- Places of pilgrimages
- Religious headquarters
- Religious sites
Built Attractions
- Entertainment Attractions
  - Theme and Amusement Parks
  - Zoos
  - Aquariums
  - Science Museums
- Special events and festivals
  - Sports events
  - Art and culture
  - Commercial events

Sides Aspects of Tourism Role of a Destination Image Formation

Natural resources
General infrastructure
Tourist infrastructure
Tourist leisure and recreation
Culture, history and art
Political and economic factor
Natural environment
Social environment
Atmosphere of the place

Environmental Bubble

Tourists are surrounded by similar environmental conditions when abroad.

Cohen's Classification

Based on the theory that tourism combines curiosity to seek out new experiences with the need for the security of familiar reminders of home.
- Institutionalized tourists
  - Travel in a routine way with many tourist establishments
    - Organized mass tourists
      - Least adventurous group
      - Spend most of their time in their environment bubble
      - Itinerary decided in advance
      - Tour guide
      - Little decision on trip
    - Individual mass tourists
      - Tour not entirely fixed
      - Confined by their environment bubble
      - Major arrangements made through a tour agency
      - Some control over time and itinerary
- Non-institutionalized tourists
  - Loosely attached to the tourist establishments
    - Explorer
      - Arrange trips alone
      - Try to go somewhere unusual
      - Still look for comfortable sleeping places and reliable transportation
      - Try to mix with local people
      - Dare to leave their environmental bubble readily
    - Drifter
      - Keep away from any connection with tourism establishments
      - No fixed itinerary
      - Make their trip wholly on their own
      - Live with locals and share the way of life
      - Go further away from or leave the environmental bubble

Plog's Classification

Psychocentric: prefer familiar tourist destinations, more conservative and less adventurous
Mid-centric: prefer both independent and package tours, relaxing, spending time with family and friends, learning about different cultures
Allocentric: prefer unusual non-tourist destinations, enjoy discovering new destinations, outgoing, and adventuresome

Types of Common Travel Motivation

Relaxation and health
Exploration and risk-taking
Spirit and appreciation of beauty
Social interaction
Religious faith
Business affairs and official matters
Family responsibilities

Maslow's Hierarchy of Needs

Physiological needs
Safety needs
Social needs
Esteem needs
Self-actualization needs

Hudman's Motivators of Travel

Health
Curiosity
Sports
Pleasure
Religious and spiritual appreciation
Professional and business
Friends and relatives
Roots syndrome
Esteem

Tourist Flow

Statistical measure of tourist movement into or out of a destination.

Marco Factors Influencing Patterns of Tourist Flows (Pull Factors)

General attractiveness of the destination
- Natural and man-made attractions
- Climate
- Political, cultural and business ties
- Relative costs
- Attitude of the host community
- New cultural experiences
Political factors
- Currency control
- Necessity of obtaining visas
- Long-term political stability
- Wars

Micro Factors Influencing Patterns of Tourist Flows (Push Factors)

Economic development of a country
Trend in tourism

Personal Factors Influencing Patterns of Tourist Flows

Income
Employment
Paid-holiday entitlement
Time availability
Education level
Personal attitudes and perception

Other Factors Influencing Patterns of Tourist Flows

Time distance and cost of travel
Location of destination
Transport routes
Aspects of statistics
- Geographic
- Demographic
- Psychographic
- Socio-economic
Improving tourism products
Formulating tourism policy
Setting promotion targets
Understanding visitor needs
Helping plan for tourism sectors
Attracting investment

Government Role

Planning and facilitating tourism
Control and supervision
Direct ownership
Promoting tourism

Tourism Commission
Travel Agents Registry
Travel Industry Compensation Fund (TICF)
Travel Industry Council of Hong Kong (TIC)
Hong Kong Tourism Board (HKTB)
Hong Kong Hotel Association (HKHA)

Function of Using Intermediaries

Act as a retail channel
Provide one-stop travel products
Facilitate tourist activities
Promote development of tourism industry

Distribution Channels of Tourism Products

Unilateral
- Service supplier → customer
Bilateral
- Service supplier → Travel retailer → customer
Multilateral
- Service supplier → Travel wholesaler → Travel retailer → customer

CRS (Computer Reservation Systems)

Link between airline computers and travel agents
Providing information
Helping travel agents manage flights
Holding significant informational data

Advantages of CDS for Airline Companies

Saving manpower
Saving cost
Easy updating of information
Minimizing man-made errors
Enhancing reservation efficiency
More efficient passenger flow control
Improved service delivery
Efficient allocation of human resources
Enhancing internal communication
Enhancing inter-organization communication

Problems using GDS

Website/application design
- User-friendliness
- Stability
- Technical support
Security issues
- Privacy concerns
- Data leakage to third parties
Knowledge of users
- Senior travelers
Personal liability
Less face-to-face interaction
Lack of personal touch/personalized services

Demonstration Effect

Local people try to imitate the consumption patterns and lifestyle of visitors
Foreigners bring value and lifestyle and transfer it to host population
- Positive impacts
  - Positive attitude toward work
  - Shift in employment to tourism-related jobs
  - Increased job opportunities for local women
  - Reduced stereotyping
- Negative impacts
  - Vanishing hope
  - Employment changes
  - Change in indigenous values and behaviours
  - Loss of traditional values

Negative Socio-Cultural Impacts

Social aspects
- Lifestyle changes
- Employment shifts
- Health problems
- Congestion
Moral issues
- Crime generation
- Issues of values
Cultural aspects
- Demonstration effects
- Commodification of culture
- Changes in architecture

Positive Socio-Cultural Impacts

Improve the way of life
Reduce stereotyping of tourists
Increased jobs for local people
Encouraging cultural exchange
Boost for cultural conservation

Doxey's Index of Tourist Irritation

The level of euphoria
The level of apathy
The level of irritation
The level of antagonism
The final level

Positive Economic Impacts of Tourism

Creation of employment opportunities
Provision of tax revenue
Improved balance of payment
Economic growth: improvement of living standards
Generation of income and linkages
Attraction of foreign investment

Negative Impacts of Tourism

Over-dependence on tourism
High consumer and land prices
Leakage effect(import/export leakage)
Environmental pollution
- Water pollution
- Air pollution
- Noise pollution
- Visual pollution
- Land pollution
Ecological disruption
- Vegetation disruption
- Wildlife disruption
- Geological disruption
- Archaeological & Historical site disruption

Carrying Capacity

Maximum number of people a destination can handle without causing unacceptable changes in the environment and visitor enjoyment

Types of Carrying Capacity

Physical carrying capacity
Environmental carrying capacity
Psychological carrying capacity
Economical carrying capacity
Socio-cultural carrying capacity

Product Life Cycle

Introduce
Growth
Maturity
Decline

Destination Life Cycle

Exploration
Involvement
Development
Consolidation
Stagnation
Decline/rejuvenation

Characteristics of Hospitality Industry

Product-service mix
Two-way communication
Relationship building
Loyalty Programmes
- Simple Points System
- Tier System
- Partnership system
Technological Advances
- Bar code
- "Green" practices
- Very low cost
- Increased brand awareness
- Magnetic strip
- RFID
- Diversity in culture
- Labour intensive
Career Nature in the Industry
- Variety of career choices
- Opportunities to meet people with different backgrounds
- Long-term career development
- Fringe benefits

Types of Accommodation

City centre hotel
Suburban hotel
Airport hotel
Motel
Convention hotel
Commercial hotel
Resort hotel
Spa hotel
Historic conversion hotel
Casio hotel
All-suite hotel
Boutique hotel
Extended-stay hotel
Timeshares
Bed and breakfast inns
Guest houses
Hostels
Cabins
Villas

Hotel Rating Systems

Rating system of HKTB
- High Tariff A Hotels (3.00-3.99)
- High Tariff B Hotels (2.00-2.99)
- Medium Tariff Hotels (1.00-1.99)
Star Award and Diamond Award rating System

Common Types of Rooms

Single room
Twin room
Double room
Double-double room
Triple room
Hollywood Twin room
Studio/Murphy room
Suite
President suite
Villa
Accessible room
Balcony room
Room for extended stay
Smoking Room
Non-smoking room
Adjacent room
Connecting room

Types of Hotel Guests

Leisure Travelers
Corporate business travelers
Free independent travelers
Group inclusive travelers
Domestic tourists
Conference participants
Very important person
Incognito

Organization of Hotel Departments

General manager
Resident manager
Room division
- Front office
- Housekeeping
- Reservations
- Telephone
- Concierge
Front office department
- Front office manager
- Assistant manager
- Guest relations officer
- Telephone
- Reservations Clerk

Concierge

Chief concierge
Airport representative
Driver
Parking attendant
Door attendant
Bell captain
Bell attendant

Overbooking

Situation where hotel takes more reservations than rooms available
Handling overbooking
- Find additional rooms
- Apologize to guest
- Provide alternatives
- Provide assistance and transportation

Check-in Procedures

Greet the guest
Verify guest identity
Present registration form
Confirm payment method
Check guest account info
Issue room key
Escort guest to room

Up-selling

Promote a higher-tier room or service at an additional cost
Improve guest experience
Contribute to revenue, higher average price per booking

Check-out Procedures

Greet the guest
Check guest details
Check for late check-out charges
Check for late charges
Invite guest to double-check charges
Settle guest account
Offer assistance
Update room status and guest history record

Guest Cycle

Pre-arrival (Making reservations)
Arrival
Occupancy (The period the guest stays)
Departure (Guest checkout)

Sales Indicators

Occupancy rate
Factors affecting occupancies rate
- Types of hotel
- Location
- Guest experience(Tangible and intangible)
  - Cleanliness
  - Quality and availability of amenities
- Price
Improvements in sales indicators
- Create packages and promotions
- Target the right market
- Partner with local businesses
- Promote the space to the local companies

House Keeping Department

Executive housekeeper
Assistant executive housekeeper
Assistant housekeeper
Floor supervisor
Room attendant
Public area supervisor
Cleaner
Tailor and seamstress
Uniform and linen room attendant

Room Service/ In-room Dining

Give convenience
Enhance guest satisfaction
Guest enjoys high privacy
Personalized service

Restaurant

Food and beverage manager
Restaurant manager
Assistant restaurant manager
Station head waiter
Station waiter
Waiter

Kitchen

Head chef
Sous chef
Station chef
Assistant cooks
Apprentice

F&B Classification Based on Market Segment

Hotel market
Leisure market
Business and industrial market
Student market
Retail market
Transportation market
Health care market
Other public sector market

Types of Menus

À la carte menu
Table d'hôte menu
Menu of the day
Children's menu
Banquet menu
Cocktail menu
Cycle menu

Please customer
Make a profitable menu
Identify food and drinks offered
Identify quantities and quality of F&B ingredients
Contribute to market image
Effective marketing tools
Defining core theme for the restaurant

Cost-based approach
Food cost percentage (~20-30%)
Subjective approach
(Based on other factors)

Ambience of a Restaurant

Color of lighting
Music
Scent
Decor
Uniform
Senses
- Sight
- Touch
- Hearing
- Smell
- Temperature

Kitchen Features

Well-designed with space efficiency
Ease of supervision
Easy flow of materials and personnel
Containers, equipment, utensils
Storage area

Kitchen Layout Factors

Number of staff
Dining area size
Type of operation
Available equipment
Workers safety
Efficient workflow
Type and extent of menu
Service style

5 Keys to Food Safety

Choose safe raw materials
Keep hands and utensils clean
Separate raw and cooked food
Cook food thoroughly
Safe temperature

6 Aspects of Personal Hygiene

Appearance
Personal habits
Health conditions (personal & injuries)
Health management (new recruits & serving staff)
Hand hygiene (procedures & staff hand-washing)
Protective overalls

5 Dimensions of Customer Service

Integrated
Direct
Emotional
Timely
Improving

How to Improve Customer Service

Training programs/workshops
Employee orientation
Collecting customer feedback
Providing incentives for staff

Customer Life-Time Value (CLTV)

Present value of future cash flows from a customer relationship

Importance of Customer Loyalty

Repeated business
Greater volume and upselling opportunities
Protecting company from competitors
Word-of-mouth marketing
Providing honest and high-quality feedback

Simplifying Procedures

Standardization of tasks and processes
Use of technology
Meeting customer expectations
Formal measures and evaluation
Commitment to resources
Flexibility in quality program

Service Triangle

Evaluate current performance
Identify weak points
Understand customer perspective
Improve customer satisfaction
Create long-term loyalty

Service Encounters

Establish service standard
Service delivery system
Service tasks
Ensure a satisfactory customer experience

Importance/Benefits of Service Recovery System

Maintain customer loyalty
Improve company performance
Enhance strategic position in the market
Avoid harm to reputation
Maintain service quality

Service Recovery Techniques

Analyze the problem
Understand the problem
Collecting appropriate data
Establishing procedures and guidelines

Types of Difficult Customers

Indecisive Customers
Demanding Customers
Dissatisfied customers
Angry Customers
Rude Customers
Talkative Customers

Reasons for Customer Dissatisfaction

Quality of product/service
- Substandard quality of goods
- Poor service of staff
- Exaggerated advertisement/service commitment
Lack of understanding
- Lack of relevant information
- Lack of effective communication
- Cultural differences
Individual personality
- Failure to meet personal expectations
- Failure to fulfill motives

Dealing with Complaints & Problems

Staying calm
Maintaining politeness
Developing positive attitude
Showing care
Clarifying understanding
Evaluating complaints
Making decisions and offering suggestions
Following up

Verbal Communication

Talking
Listening
Questioning
Writing
Image
Non-verbal communication
- Hand gestures
- Facial expressions
- Eye contact
- Personal hygiene and grooming
Communication goals
- Get and give information
- Persuade
- Ensure understanding
- Get action
- Change behavior
Effective communication skills
Summarizing
Connecting with the audience
Using simple words
Showing cultural sensitivity
Checking for understanding
Seeking participation
Effective questioning

Factors Affecting Communication

Role/status
Culture differences
Communication channel
Length of communication
Lack of feedback
Atmosphere/noise/distraction

Benefits of Effective Communication

Reduce mistakes
Faster decision-making
Adapt to market changes
Improving coordination
Improving morale and motivation of employees
Clear messaging
Awareness of employees
Better business relationships

Writing Skills

Concise writing
Correctness
Clarity
Completeness
Courteousness

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Test your knowledge on key concepts in hotel management. This quiz covers topics like guest cycles, pricing strategies, and departmental roles within the hotel industry. Perfect for students and professionals looking to refresh their understanding of hospitality management.