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. Which term refers to the fact that the decline in value of a hotel asset is generally tax deductible
They are important for all workers serving food
Depreciation
Illumination levels
AAHOA


2. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
Personality type
$2.20
GDS
They are not being supervised with a service emphasis


3. with total breakfast costs of $550 for the week and an average of $2.20 cost per guest served - how many guests were served in the week
250
When guests bring in their own bottles of alcohol for consumption at a hotel function
Include bath towels - hand towels - and washclothes
Depreciation


4. For food service buyers when does the ownership exchange of products the have purchased actually take place
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
The ratio of different room types in a hotel
It has been intentionally left behind
Upon receiving


5. Which group of housekeeping employees should receive blood born pathogen training
Pilferage
Executive chef
Publicity is free
All housekeeping employees


6. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
The food and beverage services offered by the hotel
Do not clean this room now
Upon receiving
The elimination of insects - rodents and scavenging animals


7. What is the type of dining in which each available menu item is sold for an individual price
Maid
Be an effective way to measure progress toward established service standards
A la carte
At the advertised ending time


8. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
Value
Improved overall managment of the hotel
The american hotel and lodging association
Your ADR is higher then that of your competitors


9. What is true about mislaid property
It has been intentionally left behind
Flag
Be an effective way to measure progress toward established service standards
Publicity is free


10. What is a REIT
Do not clean this room now
The number of hotel rooms sold the previous night
A stock issuing company that can own and operate its own hotels
The ratio of different room types in a hotel


11. Who usually maintains the washers and ryers placed in a hotels guests laundry
Franchisors sales and marketing efforts
The elimination of insects - rodents and scavenging animals
$2.20
An outside vendor


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

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13. Which of the following is most essential to providing good service
Identifying guests needs and wants
It is prepared and cooked at the guests' table
A hotels occupancy tax
It is a reception that includes the services of complimentary food and/or beverages


14. 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
Sorting/washing/drying
It influences the guests total perception of a hotel visit
BEO
The pool area


15. Which position would be a direct report to a hotels F&B director
The pool area
Routine maintenance
The hotel's executive housekeeper in keeping with the hotel policies and procedures
Banquet manager


16. What is true about a marketing plan

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17. What is true about a hosted bar
The buying is based upon predetermined desired inventory levels
Room rates and the number of operating hotel properties will increase
The host pays for the beverages cosumed by guests
Laundry is processed


18. What is the difference between advertising and publicity
Publicity is free
It has been intentionally left behind
Function rooms
A fixed amount paid for a guests daily travel expense


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

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20. What is the term used to identify those who sell the rights to use a hotels brand name
$3.20
Emergency maintenance
Franchisor
Laundry is processed


21. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
Function rooms
When resolving hotel operating problems
OTA
It is designed to meet the hotel's sales goal


22. What is the lodging industry term for a hotel that is not part of a franchise group?
Independent
Waste disposal costs
FOC
Licensing


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

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24. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
Franchisors sales and marketing efforts
Older travelers
At the advertised ending time
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates


25. What is the greatest difference between full service and limited service hotels
Effectively answer open-ended questions about hypothetical service situations
Licensing
The food and beverage services offered by the hotel
Comp set


26. To whom does the sous chef in a large hotel report
Reduced operational costs
28
Illumination levels
Executive chef


27. What is the lodging industry term used to identify the wages and benefits - replacement parts and contract services used to operate a maintenance and engineering department
When guests bring in their own bottles of alcohol for consumption at a hotel function
POM
They are important for all workers serving food
An outside vendor


28. from what language does the kitchen term 'mise en place' originate
A hotels occupancy tax
The host pays for the beverages cosumed by guests
French
Www.tripadvisor.com


29. What is a normal par level in hotel laundry
They are important for all workers serving food
3 times the normal usage
They are not being supervised with a service emphasis
The buying is based upon predetermined desired inventory levels


30. What does STAR report evaluate
Room rates and the number of operating hotel properties will increase
Eggs and breakfast meat items
They generally manage hotels for a fee
A hotels sales and marketing teams results in relation to those of other hotels


31. What is the purpose of an MSDS
To help keep workers safe
Marketing activity
Franchise service director
Independent


32. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
It is prepared and cooked at the guests' table
25 or fewer
Franchise service director
The buying is based upon predetermined desired inventory levels


33. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
Waiting for guests to approach staff with specific problems
Depreciation
FTC
The person in charge of the hotel's maintenances department


34. What is true about transient travelers
Profits are higher with banquet sales
At the advertised ending time
50000
They are individual travelers


35. What is true about sanitation concerns in a limited service- hotel
Ritz carlton
The pool area
They operate hotels for owners using the management company's trade name as the hotels brand
They are important for all workers serving food


36. Which of the following is essential if employees are to effectively resolve guest problems as they occur
The authority to make key decisions
$2.25
It has been intentionally left behind
By associating performance in providing guest service with employee compensation


37. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
$13.53
Include bath towels - hand towels - and washclothes
$1.38
$2.25


38. What is true about the traditional russian style

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39. what type of activity describes the act of placing an ad in the yellow pages?
Trains
POM
It matches expenses incurred with revenues generated
Marketing activity


40. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
50%
A reunion held for veterans of the vietnam war
Guest preference
Emergency maintenance


41. Who will most often have the greatest detailed knowledge of guest likes and dislikes
Marketing activity
Opaque rate model
Management contract
Line level employees


42. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
Housekeeping
$73.00
Empowerment
Attrition


43. 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
Confirm item quantity and quality
Licensing
Contribution margin


44. What is true about an investor in a hotel
They operate hotels for owners but do not use the management company's name as part of the hotels name
Daily
The investor seeks a return on investment (ROI)
Trains


45. What is the term describing stealing of small quantities of something over a period of time
Pilferage
$2.25
POM
Profits are higher with banquet sales


46. Cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
Package
They are not being supervised with a service emphasis
Costs increase
Daily


47. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
The american hotel and lodging association
Confirm item quantity and quality
A web site that allows a hotel's guests to post reviews of their previous stays
To qualify prospects


48. Which of the following is NOT a demographic factor of a guest
They generally manage hotels for a fee
A la carte
Merchant model
Personality type


49. What should happen to service procedures after they have been implemented in a hotel
FOC
Presale activity
$1.38
They should be update as guest preferences change over time


50. What happens in a hotels OPL
When guests bring in their own bottles of alcohol for consumption at a hotel function
Opaque rate model
Laundry is processed
2-4% gross revenue