Test your basic knowledge |

Lodging Operations 101

Subjects : hospitality, business-skills

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. Which of the following is most essential to providing good service
Water pumps
Identifying guests needs and wants
Attrition
The ratio of different room types in a hotel

2. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
It is a reception that includes the services of complimentary food and/or beverages
Deep cleaning
Your ADR is higher then that of your competitors
Emergency maintenance

3. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
AAHOA
They generally manage hotels for a fee
A stock issuing company that can own and operate its own hotels
Water pumps

4. What is the term describing stealing of small quantities of something over a period of time
Pilferage
A hotels occupancy tax
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Waiting for guests to approach staff with specific problems

5. What do the initials PM refer to in a hotel maintenance department
Comp set
The host pays for the beverages cosumed by guests
It influences the guests total perception of a hotel visit
Preventive maintenance

6. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
Emergency maintenance
Franchisors sales and marketing efforts
The authority to make key decisions
Opaque rate model

7. When would hotel guest be charged a corkage fee
A fixed amount paid for a guests daily travel expense
Attrition
Upon receiving
When guests bring in their own bottles of alcohol for consumption at a hotel function

8. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
By associating performance in providing guest service with employee compensation
28
Value
Management contract

9. What is a REIT
An outside vendor
Emergency maintenance
Older travelers
A stock issuing company that can own and operate its own hotels

10. The best menus are those developed based upon
They operate hotels for owners but do not use the management company's name as part of the hotels name
Kellogg cereal
Guest preference
Your ADR is higher then that of your competitors

11. Which group would be classified as 'leisure travelers'
They are not being supervised with a service emphasis
Water pumps
A family on vacation
A college graduation weekend occurring near a hotel

12. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
A stock issuing company that can own and operate its own hotels
20%
$2.25
Emergency maintenance

13. What is the one reason a hotel owner might consider hiring a hotel management company
A college graduation weekend occurring near a hotel
Improved overall managment of the hotel
A la carte
It matches expenses incurred with revenues generated

14. What is a per diem
The specific brands of products served and serving hours
To help keep workers safe
Upon receiving
A fixed amount paid for a guests daily travel expense

15. Who usually maintains the washers and dryers placed in a hotel's guest laundry
Water pumps
Illumination levels
An outside vendor
The cost is higher than that of dining room service

16. 'Terry' refers to guest room amenities that
Preventive maintenance
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Include bath towels - hand towels - and washclothes
Publicity is free

17. For Which item below would a 'replace as needed' program be best
50%
Water pumps
A fixed amount paid for a guests daily travel expense
Maintenance request

18. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
The number of hotel rooms sold the previous night
Your ADR is higher then that of your competitors
The investor seeks a return on investment (ROI)
Function rooms

19. Which group of housekeeping employees should receive blood born pathogen training
All housekeeping employees
It is increasingly viewed by guests a a sign of commitment to quality service
Older travelers
The ensure guest room cleanliness

20. A brand specific frequent guest program is an example of a...
A la carte
Merchant model
Franchisors sales and marketing efforts
When guests bring in their own bottles of alcohol for consumption at a hotel function

21. Which of the following is a demand generator
French
A college graduation weekend occurring near a hotel
A stock issuing company that can own and operate its own hotels
Illumination levels

22. In a hotel with the linen cost of $2 -486 in the month and the rooms sold was 1 -130 - what was the hotel's linen cost per occupied room
Franchisor
A hotels sales and marketing teams results in relation to those of other hotels
Independent
$2.20

23. What happens to a hotel's POM costs as a hotel ages
It is designed to meet the hotel's sales goal
Reduced operational costs
Banquet manager
Costs increase

24. Which state is NOT among the 3 largest car rental location states
New york
It has been intentionally left behind
An outside vendor
It is vacant and not yet cleaned

25. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
Make or buy items
The strength of the brand name and the revenue the name will bring to the hotel
Function rooms
Sorting/washing/drying

26. Which is an example of a branded breakfast item
To help keep workers safe
Kellogg cereal
OTA
Value

27. Which term refers to the fact that the decline in value of a hotel asset is generally tax deductible
BEO
Flag
Make or buy items
Depreciation

28. What is most likely to happen when many travelers want to visit and stay in an area
The authority to make key decisions
Be an effective way to measure progress toward established service standards
Daily
Room rates and the number of operating hotel properties will increase

29. What is true about food served in the traditional french style

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30. Who will most often have the greatest detailed knowledge of guest likes and dislikes
A web site that allows a hotel's guests to post reviews of their previous stays
Line level employees
Purchases of food
FTC

31. What is true about hotel management companies
Laundry is processed
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
$2.20
They generally manage hotels for a fee

32. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
Contribution margin
Air handlers
It is prepared and cooked at the guests' table
They are not being supervised with a service emphasis

33. What does Amtrak operate
Trains
Deep cleaning
At the advertised ending time
The ratio of different room types in a hotel

34. What is the food service term for the amount of money remaining from a food sale after subtracting the items cost from its selling point
A hotels occupancy tax
A reunion held for veterans of the vietnam war
Function rooms
Contribution margin

35. what type of activity describes a site tour
The strength of the brand name and the revenue the name will bring to the hotel
Presale activity
The pool area
The number of hotel rooms sold the previous night

36. In Which type of booking model are room rates readily viewed on-line by potential guests?
Night auditor
By associating performance in providing guest service with employee compensation
Merchant model
AAHOA

37. Which of the following best describes a 'moment of truth'
Franchisor
Franchisors sales and marketing efforts
They are important for all workers serving food
It influences the guests total perception of a hotel visit

38. Cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
Opaque rate model
50%
Daily
$73.00

39. What is true about a hosted bar
3 times the normal usage
The host pays for the beverages cosumed by guests
Eggs and breakfast meat items
AAHOA

40. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
Kellogg cereal
To qualify prospects
The american hotel and lodging association
25 or fewer

41. Who usually maintains the washers and ryers placed in a hotels guests laundry
An outside vendor
It matches expenses incurred with revenues generated
Line level employees
They are individual travelers

42. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
Presale activity
A reunion held for veterans of the vietnam war
Effectively answer open-ended questions about hypothetical service situations
When guests bring in their own bottles of alcohol for consumption at a hotel function

43. What is true about an investor in a hotel
Upon receiving
Older travelers
The investor seeks a return on investment (ROI)
Guest preference

44. What is the industry term for an organization that provides travel booking services on the internet
The strength of the brand name and the revenue the name will bring to the hotel
$2.20
OTA
Franchisors sales and marketing efforts

45. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
The investor seeks a return on investment (ROI)
The pool area
2-4% gross revenue
Franchisors sales and marketing efforts

46. What is another lodging term for work-order
Maid
$73.00
Maintenance request
Reduced operational costs

47. What happens to the unit price of food service items as the number of those items purchased increases
Group market
Preventive maintenance
Their price per unit declines
$73.00

48. Who is responsible for making the distinction between mislaid - lost and abandoned property

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49. Which is an example of a consumer-generated content web site?
They operate hotels for owners using the management company's trade name as the hotels brand
Incandescent bulb
Include bath towels - hand towels - and washclothes
Www.tripadvisor.com

50. What is the approximate number of attendees at the average business meeting
A hotels sales and marketing teams results in relation to those of other hotels
25 or fewer
To help keep workers safe
Water pumps