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 of the following is essential if employees are to effectively resolve guest problems as they occur
3 times the normal usage
Franchisor
Value
The authority to make key decisions


2. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
Be an effective way to measure progress toward established service standards
Licensing
The american hotel and lodging association
Service


3. Who usually maintains the washers and ryers placed in a hotels guests laundry
It has been intentionally left behind
Function rooms
Incandescent bulb
An outside vendor


4. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Value
It is prepared and cooked at the guests' table
Do not clean this room now
Make or buy items


5. What is true about hotel management companies
It has been intentionally left behind
Trains
The hotels general manager
They generally manage hotels for a fee


6. A CVB is typically funded by what
They are important for all workers serving food
The host pays for the beverages cosumed by guests
A hotels occupancy tax
Costs increase


7. What is true about a hotel room that is 'on-change'
Flag
It is vacant and not yet cleaned
It is increasingly viewed by guests a a sign of commitment to quality service
A hotels sales and marketing teams results in relation to those of other hotels


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

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9. What is the industry term for an organization that provides travel booking services on the internet
Maintenance request
Group market
OTA
The hotel's executive housekeeper in keeping with the hotel policies and procedures


10. What is the greatest difference between full service and limited service hotels
The food and beverage services offered by the hotel
Banquet manager
Executive chef
When guests bring in their own bottles of alcohol for consumption at a hotel function


11. Which of the following is NOT a demographic factor of a guest
Personality type
Housekeeping
Management contract
Waiting for guests to approach staff with specific problems


12. Which is an example of a consumer-generated content web site?
At the advertised ending time
They should be update as guest preferences change over time
Preventive maintenance
Www.tripadvisor.com


13. What is true about a marketing plan

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14. What is a per diem
A fixed amount paid for a guests daily travel expense
It influences the guests total perception of a hotel visit
Preventive maintenance
Their price per unit declines


15. What does a foot candle measure
Routine maintenance
Preventive maintenance
Trains
Illumination levels


16. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
A fixed amount paid for a guests daily travel expense
Empowerment
The specific brands of products served and serving hours
GDS


17. Who usually maintains the washers and dryers placed in a hotel's guest laundry
25 or fewer
Pilferage
An outside vendor
They are not being supervised with a service emphasis


18. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
Waste disposal costs
It is vacant and not yet cleaned
Water pumps
Purchases of food


19. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
It is a reception that includes the services of complimentary food and/or beverages
Make or buy items
Preventive maintenance
Www.tripadvisor.com


20. What happens to a hotel's POM costs as a hotel ages
Preventive maintenance
Value
Empowerment
Costs increase


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

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22. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
Attrition
Illumination levels
The specific brands of products served and serving hours
All housekeeping employees


23. 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
Costs increase
250
Needles left by intravenous drug users
Service


24. 'Terry' refers to guest room amenities that
At the advertised ending time
FTC
Improved overall managment of the hotel
Include bath towels - hand towels - and washclothes


25. In regard to quality service - a gal of zero defects can
Be an effective way to measure progress toward established service standards
They will have the same quality service expectations
50%
Preventive maintenance


26. In a housekeeping department - What is the role of inspector
Sorting/washing/drying
Independent
The ensure guest room cleanliness
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates


27. What happens in a hotels OPL
They are individual travelers
Laundry is processed
Purchases of food
Air handlers


28. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
Reduced operational costs
Pilferage
GDS
Deep cleaning


29. What is true about first tier management companies

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30. What is the purpose of cold calling
Chain
To qualify prospects
Comp set
Empowerment


31. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
Pilferage
250
They are not being supervised with a service emphasis
They operate hotels for owners using the management company's trade name as the hotels brand


32. What is another lodging term for work-order
Franchisors sales and marketing efforts
Depreciation
It matches expenses incurred with revenues generated
Maintenance request


33. In a 150 room hotel with housekeeping costs of $8000 and 2 -500 rooms sold in a mont - what would be the hotels labor cost per occupied room for that month
$3.20
Confirm item quantity and quality
It has been intentionally left behind
Guest preference


34. What does STAR report evaluate
By associating performance in providing guest service with employee compensation
$2.20
Purchases of food
A hotels sales and marketing teams results in relation to those of other hotels


35. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
It is prepared and cooked at the guests' table
50000
Function rooms
Be an effective way to measure progress toward established service standards


36. Who will most often have the greatest detailed knowledge of guest likes and dislikes
$2.20
A college graduation weekend occurring near a hotel
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Line level employees


37. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
Banquet manager
Preventive maintenance
Your ADR is higher then that of your competitors
Management contract


38. 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 person in charge of the hotel's maintenances department
BEO
It has been intentionally left behind
The specific brands of products served and serving hours


39. Which of the following best describes a 'moment of truth'
Presale activity
Reduced operational costs
It influences the guests total perception of a hotel visit
Banquet manager


40. What is the lodging industry term for a hotel that is not part of a franchise group?
GDS
It is a reception that includes the services of complimentary food and/or beverages
Independent
Franchise service director


41. 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
Their price per unit declines
$13.53
Line level employees
Eggs and breakfast meat items


42. A brand specific frequent guest program is an example of a...
$73.00
Franchise
Franchisors sales and marketing efforts
GDS


43. 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
Daily
Contribution margin
Eggs and breakfast meat items
250


44. What is true about an investor in a hotel
The investor seeks a return on investment (ROI)
Eggs and breakfast meat items
They operate hotels for owners but do not use the management company's name as part of the hotels name
Effectively answer open-ended questions about hypothetical service situations


45. Which is the most important market for large convention hotels
Group market
Deep cleaning
Improved overall managment of the hotel
Do not clean this room now


46. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
The buying is based upon predetermined desired inventory levels
$1.38
Pilferage
$73.00


47. What best describes a hotels chief engineer

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48. When would hotel guest be charged a corkage fee
Water pumps
Needles left by intravenous drug users
Preventive maintenance
When guests bring in their own bottles of alcohol for consumption at a hotel function


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


50. What is the most important reason for properly maintaining trash removal areas
Package
They operate hotels for owners but do not use the management company's name as part of the hotels name
The strength of the brand name and the revenue the name will bring to the hotel
The elimination of insects - rodents and scavenging animals