Test your basic knowledge |

Lodging Operations 101

Subjects : hospitality, business-skills

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. What should happen to service procedures after they have been implemented in a hotel
It is increasingly viewed by guests a a sign of commitment to quality service
Trains
They should be update as guest preferences change over time
The strength of the brand name and the revenue the name will bring to the hotel

2. A CVB is typically funded by what
Independent
The elimination of insects - rodents and scavenging animals
A hotels occupancy tax
Older travelers

3. In Which type of booking model are room rates readily viewed on-line by potential guests?
Maid
Merchant model
Guest preference
Trains

4. For Which item below would a 'replace as needed' program be best
Executive chef
Water pumps
Guest preference
Attrition

5. Which is an example of a branded breakfast item
A college graduation weekend occurring near a hotel
Kellogg cereal
Costs increase
Maid

6. When considering varied types of guests such as families on vacation and businesspersons - what will be true about each type
Make or buy items
Deep cleaning
The authority to make key decisions
They will have the same quality service expectations

7. What is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
Www.tripadvisor.com
Line level employees
The strength of the brand name and the revenue the name will bring to the hotel
$2.20

8. 'Terry' refers to guest room amenities that
Comp set
Include bath towels - hand towels - and washclothes
$1.38
Water pumps

9. Approximately how many hotels are in operation in the US
Flag
Package
The ratio of different room types in a hotel
50000

10. What is true about sanitation concerns in a limited service- hotel
Needles left by intravenous drug users
Franchise
A fixed amount paid for a guests daily travel expense
They are important for all workers serving food

11. What is the difference between advertising and publicity
Room rates and the number of operating hotel properties will increase
Publicity is free
BEO
Pilferage

12. Who has the greatest influence on the overall quality of service provided within a hotel
The authority to make key decisions
All housekeeping employees
The hotels general manager
$2.20

13. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
$2.20
Water pumps
At the advertised ending time
Chain

14. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
Sorting/washing/drying
Water pumps
Opaque rate model
A fixed amount paid for a guests daily travel expense

15. What is the purpose of cold calling
To qualify prospects
Incandescent bulb
Service
They operate hotels for owners but do not use the management company's name as part of the hotels name

16. Who usually maintains the washers and ryers placed in a hotels guests laundry
3 times the normal usage
Guest preference
An outside vendor
Reduced operational costs

17. Which of the following is essential if employees are to effectively resolve guest problems as they occur
A fixed amount paid for a guests daily travel expense
The authority to make key decisions
Laundry is processed
Guest preference

18. To whom does the sous chef in a large hotel report
20%
When guests bring in their own bottles of alcohol for consumption at a hotel function
It influences the guests total perception of a hotel visit
Executive chef

19. Which group of employees will most often initiate the largest number of work orders
A hotels sales and marketing teams results in relation to those of other hotels
Night auditor
$2.20
Housekeeping

20. Which group is more likely to use the services of a travel agent
They are not being supervised with a service emphasis
Emergency maintenance
Older travelers
Housekeeping

21. A brand specific frequent guest program is an example of a...
Line level employees
Daily
$73.00
Franchisors sales and marketing efforts

22. In a housekeeping department - What is the role of inspector
A fixed amount paid for a guests daily travel expense
The ensure guest room cleanliness
28
Maid

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
250
It has been intentionally left behind
Maintenance request
The person in charge of the hotel's maintenances department

24. What is a REIT
A stock issuing company that can own and operate its own hotels
25 or fewer
FTC
Daily

25. from what language does the kitchen term 'mise en place' originate
They are individual travelers
It matches expenses incurred with revenues generated
French
A college graduation weekend occurring near a hotel

26. Managers can seek out service-minded staff by hiring those job applicants who
Laundry is processed
A la carte
Effectively answer open-ended questions about hypothetical service situations
Your ADR is higher then that of your competitors

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
Attrition
20%
It influences the guests total perception of a hotel visit
$2.20

28. Which group of housekeeping employees should receive blood born pathogen training
Identifying guests needs and wants
All housekeeping employees
An outside vendor
Incandescent bulb

29. What is the term used to identify those who purchase the rights to a hotels brand naem
When resolving hotel operating problems
Franchise
OTA
Empowerment

30. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
Air handlers
2-4% gross revenue
The authority to make key decisions
Night auditor

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

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32. What is the purpose of an MSDS
25 or fewer
The ensure guest room cleanliness
To help keep workers safe
Needles left by intravenous drug users

33. What is the lodging industry term for a hotel that is not part of a franchise group?
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
$2.25
Independent
Management contract

34. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
Maintenance request
Comp set
OTA
Reduced operational costs

35. What is the name of the computer system connecting travel professionals worldwide for the purpose of reserving hotel rooms and other travel service for their clients?
Maintenance request
GDS
Depreciation
Air handlers

36. What is true about mislaid property
The cost is higher than that of dining room service
It has been intentionally left behind
Needles left by intravenous drug users
250

37. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
Franchise service director
2-4% gross revenue
Their price per unit declines
Value

38. Which of the following is most essential to providing good service
Function rooms
OTA
Identifying guests needs and wants
$3.20

39. What is a lodging industry term for hotels operating under the same brand name
They generally manage hotels for a fee
$3.20
Chain
Sorting/washing/drying

40. When can a cross-functional team be an effective operatiional tool in a hotel
New york
When resolving hotel operating problems
Preventive maintenance
When guests bring in their own bottles of alcohol for consumption at a hotel function

41. What is the lodging term for the fans and mechanical systems required to move air through a hotel's air ducts and vents
Depreciation
The cost is higher than that of dining room service
The food and beverage services offered by the hotel
Air handlers

42. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
20%
Preventive maintenance
They generally manage hotels for a fee
Include bath towels - hand towels - and washclothes

43. Which housekeeping- related term is not used by professional hoteliers
Identifying guests needs and wants
Maid
Value
50000

44. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
POM
Upon receiving
A reunion held for veterans of the vietnam war
FTC

45. Which state is NOT among the 3 largest car rental location states
New york
Chain
Air handlers
It influences the guests total perception of a hotel visit

46. 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
FOC
The investor seeks a return on investment (ROI)
The cost is higher than that of dining room service
Your ADR is higher then that of your competitors

47. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
A hotels occupancy tax
Emergency maintenance
When guests bring in their own bottles of alcohol for consumption at a hotel function
Holiday inn

48. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Ritz carlton
$3.20
FTC
The ensure guest room cleanliness

49. When would hotel guest be charged a corkage fee
Www.tripadvisor.com
Banquet manager
They operate hotels for owners using the management company's trade name as the hotels brand
When guests bring in their own bottles of alcohol for consumption at a hotel function

50. Which term refers to the fact that the decline in value of a hotel asset is generally tax deductible
The specific brands of products served and serving hours
They will have the same quality service expectations
It has been intentionally left behind
Depreciation