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. 'Terry' refers to guest room amenities that
They are individual travelers
The food and beverage services offered by the hotel
Attrition
Include bath towels - hand towels - and washclothes

2. What is the approximate number of attendees at the average business meeting
Comp set
Water pumps
$13.53
25 or fewer

3. What happens in a hotels OPL
Laundry is processed
Merchant model
$2.20
A stock issuing company that can own and operate its own hotels

4. Which of the following best describes a 'moment of truth'
It influences the guests total perception of a hotel visit
The specific brands of products served and serving hours
POM
Management contract

5. Which method would be least effective for determining guests' needs and wants
Maintenance request
Package
They will have the same quality service expectations
Waiting for guests to approach staff with specific problems

6. Which of the following is most essential to providing good service
To qualify prospects
Identifying guests needs and wants
BEO
Profits are higher with banquet sales

7. What is true about mislaid property
Trains
The elimination of insects - rodents and scavenging animals
It has been intentionally left behind
Empowerment

8. What is true about transient travelers
$73.00
3 times the normal usage
They are individual travelers
Guest preference

9. Cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
Daily
Be an effective way to measure progress toward established service standards
When resolving hotel operating problems
The pool area

10. In a full service hotel What is true abouth the profitability of banquet food sales compared to that of dining room sales?
Profits are higher with banquet sales
When resolving hotel operating problems
Function rooms
$3.20

11. Which term refers to the fact that the decline in value of a hotel asset is generally tax deductible
Depreciation
Routine maintenance
Publicity is free
The american hotel and lodging association

12. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
Air handlers
Opaque rate model
Marketing activity
BEO

13. What is true about hotel management companies
FOC
They will have the same quality service expectations
They generally manage hotels for a fee
A family on vacation

14. Which of the following best describes 'managers reception' in a limited service hotel
OTA
It is a reception that includes the services of complimentary food and/or beverages
Identifying guests needs and wants
It is prepared and cooked at the guests' table

15. Which is an example of a consumer-generated content web site?
Maid
French
Www.tripadvisor.com
The hotels general manager

16. Which is the missing entry in the following formula when a hotel utilizes an accural accounting system? (Beginning inventory of food+_____) - ending food of food inventory=food cost
Comp set
Preventive maintenance
Service
Purchases of food

17. Which of the following is essential if employees are to effectively resolve guest problems as they occur
The authority to make key decisions
$73.00
The buying is based upon predetermined desired inventory levels
Service

18. Who will most often have the greatest detailed knowledge of guest likes and dislikes
Improved overall managment of the hotel
Waiting for guests to approach staff with specific problems
Pilferage
Line level employees

19. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
It influences the guests total perception of a hotel visit
Deep cleaning
A web site that allows a hotel's guests to post reviews of their previous stays
Service

20. What is true about first tier management companies

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21. What does STAR report evaluate
It is prepared and cooked at the guests' table
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
All housekeeping employees
A hotels sales and marketing teams results in relation to those of other hotels

22. Which group of employees will most often initiate the largest number of work orders
2-4% gross revenue
Housekeeping
Effectively answer open-ended questions about hypothetical service situations
Their price per unit declines

23. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
Incandescent bulb
Make or buy items
Profits are higher with banquet sales
An outside vendor

24. Which group is more likely to use the services of a travel agent
Comp set
The authority to make key decisions
It is a reception that includes the services of complimentary food and/or beverages
Older travelers

25. What is the type of dining in which each available menu item is sold for an individual price
It has been intentionally left behind
A la carte
A college graduation weekend occurring near a hotel
It matches expenses incurred with revenues generated

26. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
The pool area
They are important for all workers serving food
Empowerment
Eggs and breakfast meat items

27. Which items would typically be included in a deluxe breakfast served by a limited-service hotel but would not be included in a standard continental breakfast
Eggs and breakfast meat items
Incandescent bulb
Guest preference
Do not clean this room now

28. Which position would be a direct report to a hotels F&B director
Night auditor
They are important for all workers serving food
They are not being supervised with a service emphasis
Banquet manager

29. What is the industry term for a form used by sales an food production personnel to detail the food and service requirements of a banquet
The elimination of insects - rodents and scavenging animals
BEO
FTC
It has been intentionally left behind

30. What is the difference between advertising and publicity
Publicity is free
Group market
The investor seeks a return on investment (ROI)
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates

31. What is the industry term for an organization that provides travel booking services on the internet
Upon receiving
A hotels occupancy tax
OTA
Franchisor

32. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
FOC
Room rates and the number of operating hotel properties will increase
Emergency maintenance
A hotels sales and marketing teams results in relation to those of other hotels

33. Managers can seek out service-minded staff by hiring those job applicants who
Opaque rate model
Effectively answer open-ended questions about hypothetical service situations
Banquet manager
The food and beverage services offered by the hotel

34. What is most likely to happen when many travelers want to visit and stay in an area
At the advertised ending time
POM
Room rates and the number of operating hotel properties will increase
The elimination of insects - rodents and scavenging animals

35. 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
Contribution margin
The ratio of different room types in a hotel
The strength of the brand name and the revenue the name will bring to the hotel
Kellogg cereal

36. What is true about the cost of providing room service meals
Their price per unit declines
At the advertised ending time
The cost is higher than that of dining room service
A stock issuing company that can own and operate its own hotels

37. What does Amtrak operate
Trains
GDS
POM
Laundry is processed

38. In a hotel guest room - Which is a potential source of HIV
Your ADR is higher then that of your competitors
Incandescent bulb
Needles left by intravenous drug users
Sorting/washing/drying

39. Which area would be considered public space in a hotel
Include bath towels - hand towels - and washclothes
The host pays for the beverages cosumed by guests
The pool area
BEO

40. Which is true about a hotels commitment to green practices
It is increasingly viewed by guests a a sign of commitment to quality service
Personality type
250
Independent

41. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Do not clean this room now
It matches expenses incurred with revenues generated
By associating performance in providing guest service with employee compensation
Night auditor

42. What is the name for the difference between the original number of room requested by a group and that group's lower than requested actual room pick up
Attrition
Incandescent bulb
It is designed to meet the hotel's sales goal
FOC

43. What is the travel industry term used to describe a group of travel services - such as hotel rooms - meals - and airfare - sold for one price
It is vacant and not yet cleaned
ADR x Occupancy Rate= RevPar
An outside vendor
Package

44. Which of the following would be considered a user-generated web site

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45. 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
$2.20
Incandescent bulb
Franchisor
The pool area

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

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47. A room attendant cleand 15 rooms in a shift consisting of 7 hours of work and 1 hour break time. What was this room attendant's cleaning time in minutes per room
Needles left by intravenous drug users
Independent
28
Upon receiving

48. What is the greatest difference between full service and limited service hotels
A reunion held for veterans of the vietnam war
The food and beverage services offered by the hotel
Independent
The host pays for the beverages cosumed by guests

49. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
Pilferage
AAHOA
The american hotel and lodging association
Waste disposal costs

50. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
Confirm item quantity and quality
Publicity is free
Waiting for guests to approach staff with specific problems
The specific brands of products served and serving hours