Lodging Operations 101

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. Cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
Service
Contribution margin
Www.tripadvisor.com
Daily


2. With 400 guests and breakfast costs of $550 what would be a hotel's food cost per guest
The number of hotel rooms sold the previous night
Marketing activity
The pool area
$1.38


3. Who usually maintains the washers and dryers placed in a hotel's guest laundry
An outside vendor
Night auditor
Kellogg cereal
Water pumps


4. For Which item below would a 'replace as needed' program be best
A fixed amount paid for a guests daily travel expense
Kellogg cereal
Water pumps
Preventive maintenance


5. Which group of employees will most often initiate the largest number of work orders
Housekeeping
POM
The person in charge of the hotel's maintenances department
Executive chef


6. What is the advantage of a CFL
Holiday inn
It is prepared and cooked at the guests' table
Reduced operational costs
The investor seeks a return on investment (ROI)


7. What is true about abandoned property
When guests bring in their own bottles of alcohol for consumption at a hotel function
It has been intentionally left behind
The buying is based upon predetermined desired inventory levels
Marketing activity


8. Which brand is generally recognized as the first hotel chain
50%
Holiday inn
Depreciation
25 or fewer


9. What is the approximate number of attendees at the average business meeting
Franchisor
ADR x Occupancy Rate= RevPar
Preventive maintenance
25 or fewer


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

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11. Which is an example of a consumer-generated content web site?
Www.tripadvisor.com
POM
Merchant model
Confirm item quantity and quality


12. What does a foot candle measure
The pool area
The cost is higher than that of dining room service
The ensure guest room cleanliness
Illumination levels


13. When would hotel guest be charged a corkage fee
50%
They are important for all workers serving food
When guests bring in their own bottles of alcohol for consumption at a hotel function
Guest preference


14. What is true about second-tier management companies

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15. Which food service activity happens first
Franchisor
The ratio of different room types in a hotel
Confirm item quantity and quality
They are individual travelers


16. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
Personality type
Www.tripadvisor.com
$2.25
It has been intentionally left behind


17. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
They are not being supervised with a service emphasis
28
Value
All housekeeping employees


18. What is another lodging term for work-order
Sorting/washing/drying
Personality type
At the advertised ending time
Maintenance request


19. How can guest service best be integrated with employee reward systems
Franchise service director
Marketing activity
By associating performance in providing guest service with employee compensation
$2.25


20. What best describes a hotels chief engineer

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21. What is true about first tier management companies

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22. Which group of housekeeping employees should receive blood born pathogen training
Franchisors sales and marketing efforts
Deep cleaning
All housekeeping employees
Costs increase


23. What is true about mislaid property
$3.20
Independent
It has been intentionally left behind
ADR x Occupancy Rate= RevPar


24. What is true about hotel management companies
They generally manage hotels for a fee
An outside vendor
Flag
Presale activity


25. Who has the greatest influence on the overall quality of service provided within a hotel
They operate hotels for owners using the management company's trade name as the hotels brand
The number of hotel rooms sold the previous night
GDS
The hotels general manager


26. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
They are not being supervised with a service emphasis
The number of hotel rooms sold the previous night
Executive chef
At the advertised ending time


27. What happens to a hotel's POM costs as a hotel ages
Costs increase
Air handlers
The person in charge of the hotel's maintenances department
Comp set


28. What is the industry term for an organization that provides travel booking services on the internet
OTA
Upon receiving
Banquet manager
The food and beverage services offered by the hotel


29. What is true about an accrual accounting system
Water pumps
The authority to make key decisions
Ritz carlton
It matches expenses incurred with revenues generated


30. What is the difference between advertising and publicity
POM
Franchisors sales and marketing efforts
Publicity is free
They are not being supervised with a service emphasis


31. from what language does the kitchen term 'mise en place' originate
Illumination levels
Routine maintenance
French
When guests bring in their own bottles of alcohol for consumption at a hotel function


32. What is true about an investor in a hotel
Do not clean this room now
They operate hotels for owners but do not use the management company's name as part of the hotels name
At the advertised ending time
The investor seeks a return on investment (ROI)


33. For food service buyers when does the ownership exchange of products the have purchased actually take place
Incandescent bulb
A reunion held for veterans of the vietnam war
Upon receiving
A web site that allows a hotel's guests to post reviews of their previous stays


34. what would the occupancy rate for a hotel that has 200 rooms on a day in January In which it sold 100 rooms and received total rooms revenue of $17000
Older travelers
50%
They generally manage hotels for a fee
$73.00


35. In the lodging industry - What is the meaning of the term room mix
The number of hotel rooms sold the previous night
The ratio of different room types in a hotel
Franchisor
Licensing


36. 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
Room rates and the number of operating hotel properties will increase
Preventive maintenance
Your ADR is higher then that of your competitors
$2.20


37. What is true about the traditional russian style

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38. Which types of food items have labor 'built in' to their prices
ADR x Occupancy Rate= RevPar
Daily
Make or buy items
$13.53


39. Which state is NOT among the 3 largest car rental location states
20%
Maid
The ensure guest room cleanliness
New york


40. What is the type of dining in which each available menu item is sold for an individual price
The elimination of insects - rodents and scavenging animals
Empowerment
The host pays for the beverages cosumed by guests
A la carte


41. Which of the following is essential if employees are to effectively resolve guest problems as they occur
Marketing activity
The american hotel and lodging association
They will have the same quality service expectations
The authority to make key decisions


42. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
It is vacant and not yet cleaned
2-4% gross revenue
Trains
Marketing activity


43. A brand specific frequent guest program is an example of a...
Air handlers
Franchisors sales and marketing efforts
Depreciation
The number of hotel rooms sold the previous night


44. What should happen to service procedures after they have been implemented in a hotel
2-4% gross revenue
They should be update as guest preferences change over time
Night auditor
Make or buy items


45. Which of the following is NOT a demographic factor of a guest
A web site that allows a hotel's guests to post reviews of their previous stays
Personality type
The authority to make key decisions
Room rates and the number of operating hotel properties will increase


46. Which professional recognition is typically granted by a governmental agency
Licensing
Guest preference
Executive chef
Reduced operational costs


47. what type of activity describes the act of placing an ad in the yellow pages?
Franchise
Marketing activity
Trains
The pool area


48. In a housekeeping department - What is the role of inspector
$13.53
The ensure guest room cleanliness
They operate hotels for owners using the management company's trade name as the hotels brand
FTC


49. Which of the following represents the correct order of procedures used in cleaning linens and terry products
It is designed to meet the hotel's sales goal
Sorting/washing/drying
The specific brands of products served and serving hours
A web site that allows a hotel's guests to post reviews of their previous stays


50. 'Terry' refers to guest room amenities that
Include bath towels - hand towels - and washclothes
They are individual travelers
A fixed amount paid for a guests daily travel expense
Effectively answer open-ended questions about hypothetical service situations