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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. When considering varied types of guests such as families on vacation and businesspersons - what will be true about each type
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
They will have the same quality service expectations
FTC
Maid

2. What is the industry term for an organization that provides travel booking services on the internet
Improved overall managment of the hotel
OTA
Incandescent bulb
Independent

3. In regard to quality service - a gal of zero defects can
The buying is based upon predetermined desired inventory levels
By associating performance in providing guest service with employee compensation
Be an effective way to measure progress toward established service standards
A la carte

4. What is the term describing stealing of small quantities of something over a period of time
Licensing
Pilferage
Maid
Comp set

5. What is the difference between advertising and publicity
A hotels sales and marketing teams results in relation to those of other hotels
Publicity is free
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Water pumps

6. Which of the following best describes a 'moment of truth'
It influences the guests total perception of a hotel visit
The hotel's executive housekeeper in keeping with the hotel policies and procedures
The ratio of different room types in a hotel
Illumination levels

7. What is true about an investor in a hotel
Their price per unit declines
Do not clean this room now
20%
The investor seeks a return on investment (ROI)

8. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
Executive chef
The buying is based upon predetermined desired inventory levels
Identifying guests needs and wants
A fixed amount paid for a guests daily travel expense

9. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Ritz carlton
Effectively answer open-ended questions about hypothetical service situations
3 times the normal usage
Line level employees

10. What is true about transient travelers
When guests bring in their own bottles of alcohol for consumption at a hotel function
Personality type
They are individual travelers
POM

11. What is a per diem
A reunion held for veterans of the vietnam war
It is a reception that includes the services of complimentary food and/or beverages
A fixed amount paid for a guests daily travel expense
Waiting for guests to approach staff with specific problems

12. Which method would be least effective for determining guests' needs and wants
The hotel's executive housekeeper in keeping with the hotel policies and procedures
Waiting for guests to approach staff with specific problems
Contribution margin
Costs increase

13. What does a foot candle measure
Illumination levels
Franchise
The american hotel and lodging association
Be an effective way to measure progress toward established service standards

14. When would hotel guest be charged a corkage fee
25 or fewer
When guests bring in their own bottles of alcohol for consumption at a hotel function
Older travelers
28

15. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
Value
The specific brands of products served and serving hours
20%
Waste disposal costs

16. Which types of food items have labor 'built in' to their prices
Make or buy items
250
Marketing activity
The ratio of different room types in a hotel

17. 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
50%
$1.38
$3.20

18. 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?
Ritz carlton
They operate hotels for owners but do not use the management company's name as part of the hotels name
GDS
At the advertised ending time

19. Which is an example of a branded breakfast item
Kellogg cereal
$13.53
By associating performance in providing guest service with employee compensation
Reduced operational costs

20. 'Terry' refers to guest room amenities that
Independent
Include bath towels - hand towels - and washclothes
To help keep workers safe
Housekeeping

21. 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
Contribution margin
A stock issuing company that can own and operate its own hotels
Value
They should be update as guest preferences change over time

22. Which is the missing entry in the following formula when a hotel utilizes an accural accounting system? (Beginning inventory of food+_____) - ending food of food inventory=food cost
It has been intentionally left behind
Purchases of food
Routine maintenance
Www.tripadvisor.com

23. Which group is more likely to use the services of a travel agent
Trains
It matches expenses incurred with revenues generated
Older travelers
Licensing

24. Which group of employees will most often initiate the largest number of work orders
25 or fewer
Housekeeping
Ritz carlton
The ensure guest room cleanliness

25. A brand specific frequent guest program is an example of a...
Comp set
Franchisors sales and marketing efforts
AAHOA
It is increasingly viewed by guests a a sign of commitment to quality service

26. In a hotel dining room with a total revenue of $1 -150 and 85 guests served what would be the hotels check average
$2.25
$13.53
The hotels general manager
The ratio of different room types in a hotel

27. What happens in a hotels OPL
Confirm item quantity and quality
Laundry is processed
28
Deep cleaning

28. What is the greatest difference between full service and limited service hotels
When resolving hotel operating problems
The food and beverage services offered by the hotel
Flag
The ratio of different room types in a hotel

29. Which group would be classified as 'leisure travelers'
The person in charge of the hotel's maintenances department
A family on vacation
Laundry is processed
Older travelers

30. what type of activity describes a site tour
20%
A hotels occupancy tax
Presale activity
It is designed to meet the hotel's sales goal

31. What is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company
Management contract
They generally manage hotels for a fee
Purchases of food
Preventive maintenance

32. A CVB is typically funded by what
Routine maintenance
A hotels occupancy tax
50%
Costs increase

33. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
$2.25
Group market
FOC
Incandescent bulb

34. Which is true about a hotels commitment to green practices
Line level employees
A stock issuing company that can own and operate its own hotels
It is increasingly viewed by guests a a sign of commitment to quality service
French

35. Who usually maintains the washers and ryers placed in a hotels guests laundry
It has been intentionally left behind
When guests bring in their own bottles of alcohol for consumption at a hotel function
An outside vendor
Include bath towels - hand towels - and washclothes

36. Which is the most important market for large convention hotels
Group market
They are important for all workers serving food
The american hotel and lodging association
A reunion held for veterans of the vietnam war

37. 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
Empowerment
Trains
$3.20
New york

38. What is most likely to happen when many travelers want to visit and stay in an area
Sorting/washing/drying
50000
Room rates and the number of operating hotel properties will increase
A reunion held for veterans of the vietnam war

39. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
The investor seeks a return on investment (ROI)
Preventive maintenance
A hotels occupancy tax
Presale activity

40. Which of the following is most essential to providing good service
The american hotel and lodging association
Identifying guests needs and wants
When resolving hotel operating problems
A fixed amount paid for a guests daily travel expense

41. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Service
OTA
A la carte
Do not clean this room now

42. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
Maintenance request
Maid
Needles left by intravenous drug users
A reunion held for veterans of the vietnam war

43. What is true about abandoned property
$2.20
The investor seeks a return on investment (ROI)
Comp set
It has been intentionally left behind

44. What is true about sanitation concerns in a limited service- hotel
Franchisors sales and marketing efforts
Daily
They are important for all workers serving food
Comp set

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

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46. What is true about the cost of providing room service meals
The cost is higher than that of dining room service
To help keep workers safe
The specific brands of products served and serving hours
50000

47. Managers can seek out service-minded staff by hiring those job applicants who
The american hotel and lodging association
3 times the normal usage
Needles left by intravenous drug users
Effectively answer open-ended questions about hypothetical service situations

48. What happens to the unit price of food service items as the number of those items purchased increases
Their price per unit declines
They operate hotels for owners using the management company's trade name as the hotels brand
BEO
Empowerment

49. What happens to a hotel's POM costs as a hotel ages
Value
The host pays for the beverages cosumed by guests
Costs increase
Include bath towels - hand towels - and washclothes

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

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