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Lodging Operations 101

Subjects : hospitality, business-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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1. What is the lodging industry term for a hotel that is not part of a franchise group?
Independent
A web site that allows a hotel's guests to post reviews of their previous stays
Opaque rate model
Ritz carlton

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

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3. What do the initials PM refer to in a hotel maintenance department
Preventive maintenance
It is prepared and cooked at the guests' table
Eggs and breakfast meat items
Publicity is free

4. With 400 guests and breakfast costs of $550 what would be a hotel's food cost per guest
A reunion held for veterans of the vietnam war
They are important for all workers serving food
$1.38
The american hotel and lodging association

5. Which group would be classified as 'leisure travelers'
A family on vacation
It influences the guests total perception of a hotel visit
FTC
The host pays for the beverages cosumed by guests

6. A CVB is typically funded by what
A hotels occupancy tax
Air handlers
Merchant model
Be an effective way to measure progress toward established service standards

7. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
It has been intentionally left behind
A fixed amount paid for a guests daily travel expense
All housekeeping employees
Comp set

8. 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
20%
To help keep workers safe
Depreciation

9. What should happen to service procedures after they have been implemented in a hotel
The authority to make key decisions
It has been intentionally left behind
They should be update as guest preferences change over time
Holiday inn

10. 'Terry' refers to guest room amenities that
Include bath towels - hand towels - and washclothes
The strength of the brand name and the revenue the name will bring to the hotel
Marketing activity
Be an effective way to measure progress toward established service standards

11. In the lodging industry - What is the meaning of the term room mix
The ratio of different room types in a hotel
A la carte
Maintenance request
Air handlers

12. What is a per diem
$73.00
Illumination levels
Chain
A fixed amount paid for a guests daily travel expense

13. What is true about mislaid property
Night auditor
It has been intentionally left behind
Depreciation
It influences the guests total perception of a hotel visit

14. What is true about second-tier management companies

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15. What is most likely to happen when many travelers want to visit and stay in an area
Room rates and the number of operating hotel properties will increase
Your ADR is higher then that of your competitors
Housekeeping
Service

16. To whom does the sous chef in a large hotel report
The ensure guest room cleanliness
Executive chef
The hotels general manager
The person in charge of the hotel's maintenances department

17. In a hotel dining room with a total revenue of $1 -150 and 85 guests served what would be the hotels check average
$13.53
Their price per unit declines
Chain
All housekeeping employees

18. 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
Presale activity
BEO
Personality type
Franchise service director

19. Which of the following is the formula hoteliers use to calculate RevPar
They are important for all workers serving food
250
$73.00
ADR x Occupancy Rate= RevPar

20. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
Emergency maintenance
FTC
Room rates and the number of operating hotel properties will increase
Presale activity

21. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
Costs increase
Eggs and breakfast meat items
250
Opaque rate model

22. What does a foot candle measure
Purchases of food
It influences the guests total perception of a hotel visit
Illumination levels
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates

23. For food service buyers when does the ownership exchange of products the have purchased actually take place
The elimination of insects - rodents and scavenging animals
Do not clean this room now
Upon receiving
They are important for all workers serving food

24. In a housekeeping department - What is the role of inspector
Line level employees
Room rates and the number of operating hotel properties will increase
The ensure guest room cleanliness
It has been intentionally left behind

25. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
Be an effective way to measure progress toward established service standards
Value
An outside vendor
Water pumps

26. Which food service activity happens first
Confirm item quantity and quality
Identifying guests needs and wants
ADR x Occupancy Rate= RevPar
Maid

27. For Which item below would a 'replace as needed' program be best
Kellogg cereal
Value
Water pumps
A la carte

28. Which types of food items have labor 'built in' to their prices
Make or buy items
Attrition
Costs increase
GDS

29. from what language does the kitchen term 'mise en place' originate
50%
Room rates and the number of operating hotel properties will increase
French
They operate hotels for owners using the management company's trade name as the hotels brand

30. Who usually maintains the washers and dryers placed in a hotel's guest laundry
An outside vendor
2-4% gross revenue
When resolving hotel operating problems
Independent

31. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
Incandescent bulb
The strength of the brand name and the revenue the name will bring to the hotel
Purchases of food
A reunion held for veterans of the vietnam war

32. What best describes a hotels chief engineer

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33. Which is true about a hotels commitment to green practices
FOC
Presale activity
It is increasingly viewed by guests a a sign of commitment to quality service
Maid

34. What is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company
To qualify prospects
Depreciation
The authority to make key decisions
Management contract

35. What is the term describing stealing of small quantities of something over a period of time
Service
Pilferage
It is a reception that includes the services of complimentary food and/or beverages
They are individual travelers

36. Which brand is generally recognized as the first hotel chain
Effectively answer open-ended questions about hypothetical service situations
Holiday inn
Eggs and breakfast meat items
By associating performance in providing guest service with employee compensation

37. 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
Maintenance request
Management contract
Improved overall managment of the hotel
50%

38. What is true about a marketing plan

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39. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Personality type
When resolving hotel operating problems
FOC
Do not clean this room now

40. What happens in a hotels OPL
Reduced operational costs
25 or fewer
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

41. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
Preventive maintenance
Effectively answer open-ended questions about hypothetical service situations
A hotels occupancy tax
Line level employees

42. A brand specific frequent guest program is an example of a...
The pool area
GDS
Confirm item quantity and quality
Franchisors sales and marketing efforts

43. What is true about abandoned property
Flag
$2.25
Make or buy items
It has been intentionally left behind

44. What is the purpose of cold calling
Licensing
Chain
To qualify prospects
The hotels general manager

45. What is true about abandoned property
The strength of the brand name and the revenue the name will bring to the hotel
Independent
It has been intentionally left behind
Do not clean this room now

46. What is true about a hosted bar
Kellogg cereal
It is vacant and not yet cleaned
The host pays for the beverages cosumed by guests
Improved overall managment of the hotel

47. 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
Attrition
It is increasingly viewed by guests a a sign of commitment to quality service
French
POM

48. What is the type of dining in which each available menu item is sold for an individual price
New york
Flag
Attrition
A la carte

49. Who usually maintains the washers and ryers placed in a hotels guests laundry
The pool area
An outside vendor
50000
FTC

50. What is true about a hotel room that is 'on-change'
AAHOA
It is vacant and not yet cleaned
A family on vacation
50%

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Lodging Operations 101

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