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. Who usually maintains the washers and ryers placed in a hotels guests laundry
An outside vendor
Franchise
The hotels general manager
POM


2. Which of the following represents the correct order of procedures used in cleaning linens and terry products
Sorting/washing/drying
It is increasingly viewed by guests a a sign of commitment to quality service
Independent
Licensing


3. Which of the following best describes a 'moment of truth'
It influences the guests total perception of a hotel visit
When guests bring in their own bottles of alcohol for consumption at a hotel function
The ratio of different room types in a hotel
Confirm item quantity and quality


4. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
It has been intentionally left behind
The strength of the brand name and the revenue the name will bring to the hotel
Value
They operate hotels for owners using the management company's trade name as the hotels brand


5. Which food service activity happens first
Housekeeping
Holiday inn
Confirm item quantity and quality
A hotels sales and marketing teams results in relation to those of other hotels


6. What is true about the traditional russian style

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7. from what language does the kitchen term 'mise en place' originate
French
Holiday inn
Pilferage
Deep cleaning


8. Which of the following is NOT a demographic factor of a guest
FOC
Personality type
Contribution margin
They will have the same quality service expectations


9. In a hotel guest room - Which is a potential source of HIV
Needles left by intravenous drug users
To help keep workers safe
Opaque rate model
Franchise


10. What does STAR report evaluate
To help keep workers safe
A hotels sales and marketing teams results in relation to those of other hotels
Their price per unit declines
Opaque rate model


11. What is the name for the franchise disclosure document prepared by a franchisor and registered and filed with the state governmental agency responsible for administering franchise relationships
Waiting for guests to approach staff with specific problems
Be an effective way to measure progress toward established service standards
Ritz carlton
FOC


12. What is the approximate number of attendees at the average business meeting
The elimination of insects - rodents and scavenging animals
A hotels occupancy tax
$2.20
25 or fewer


13. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
250
Your ADR is higher then that of your competitors
The host pays for the beverages cosumed by guests
It has been intentionally left behind


14. In a housekeeping department - What is the role of inspector
2-4% gross revenue
Older travelers
The ensure guest room cleanliness
Comp set


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

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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
Purchases of food
When resolving hotel operating problems
Preventive maintenance
Laundry is processed


17. What is the term used to identify those who purchase the rights to a hotels brand naem
French
Identifying guests needs and wants
By associating performance in providing guest service with employee compensation
Franchise


18. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
FTC
They are individual travelers
Waste disposal costs
Profits are higher with banquet sales


19. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
They are individual travelers
By associating performance in providing guest service with employee compensation
Do not clean this room now
It is increasingly viewed by guests a a sign of commitment to quality service


20. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
At the advertised ending time
When guests bring in their own bottles of alcohol for consumption at a hotel function
The cost is higher than that of dining room service
Night auditor


21. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
A college graduation weekend occurring near a hotel
Your ADR is higher then that of your competitors
The american hotel and lodging association
Attrition


22. Approximately how many hotels are in operation in the US
Daily
Personality type
50000
Illumination levels


23. 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
The number of hotel rooms sold the previous night
28
Do not clean this room now
The host pays for the beverages cosumed by guests


24. Which of the following is most essential to providing good service
Improved overall managment of the hotel
Identifying guests needs and wants
The host pays for the beverages cosumed by guests
The hotels general manager


25. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
New york
25 or fewer
Opaque rate model
Eggs and breakfast meat items


26. Who will most often have the greatest detailed knowledge of guest likes and dislikes
$2.25
The hotel's executive housekeeper in keeping with the hotel policies and procedures
An outside vendor
Line level employees


27. 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
Their price per unit declines
It has been intentionally left behind
Do not clean this room now


28. With 400 guests and breakfast costs of $550 what would be a hotel's food cost per guest
The person in charge of the hotel's maintenances department
The hotel's executive housekeeper in keeping with the hotel policies and procedures
$1.38
ADR x Occupancy Rate= RevPar


29. What is the greatest difference between full service and limited service hotels
The food and beverage services offered by the hotel
Merchant model
Room rates and the number of operating hotel properties will increase
A la carte


30. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
AAHOA
Opaque rate model
Value
It has been intentionally left behind


31. When considering varied types of guests such as families on vacation and businesspersons - what will be true about each type
Include bath towels - hand towels - and washclothes
$3.20
GDS
They will have the same quality service expectations


32. What is true about first tier management companies

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

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34. What is true about a marketing plan

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35. For food service buyers when does the ownership exchange of products the have purchased actually take place
Upon receiving
Effectively answer open-ended questions about hypothetical service situations
A hotels sales and marketing teams results in relation to those of other hotels
They will have the same quality service expectations


36. In a hotel dining room with a total revenue of $1 -150 and 85 guests served what would be the hotels check average
Room rates and the number of operating hotel properties will increase
Do not clean this room now
$13.53
By associating performance in providing guest service with employee compensation


37. What does Amtrak operate
$3.20
French
Package
Trains


38. Which brand is generally recognized as the first hotel chain
By associating performance in providing guest service with employee compensation
Upon receiving
Line level employees
Holiday inn


39. What is the lodging industry term for a hotel that is not part of a franchise group?
Independent
Licensing
28
Presale activity


40. What is the type of dining in which each available menu item is sold for an individual price
It influences the guests total perception of a hotel visit
When guests bring in their own bottles of alcohol for consumption at a hotel function
Make or buy items
A la carte


41. What is true about the cost of providing room service meals
By associating performance in providing guest service with employee compensation
The cost is higher than that of dining room service
Franchise
French


42. Which term refers to the fact that the decline in value of a hotel asset is generally tax deductible
Effectively answer open-ended questions about hypothetical service situations
28
Depreciation
All housekeeping employees


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

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44. The best menus are those developed based upon
Guest preference
Be an effective way to measure progress toward established service standards
The cost is higher than that of dining room service
Upon receiving


45. What do the initials PM refer to in a hotel maintenance department
Holiday inn
Independent
Maid
Preventive maintenance


46. What is the purpose of an MSDS
Maintenance request
25 or fewer
To help keep workers safe
They should be update as guest preferences change over time


47. What does a foot candle measure
Kellogg cereal
The ratio of different room types in a hotel
Illumination levels
A reunion held for veterans of the vietnam war


48. Cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
Maid
Value
Management contract
Daily


49. What is another lodging industry term for a specific hotel brand name
Www.tripadvisor.com
Flag
The host pays for the beverages cosumed by guests
It is a reception that includes the services of complimentary food and/or beverages


50. What is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
The strength of the brand name and the revenue the name will bring to the hotel
Pilferage
Make or buy items
Laundry is processed