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Test your basic knowledge |
Lodging Operations 101
Start Test
Study First
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 would hotel guest be charged a corkage fee
250
When guests bring in their own bottles of alcohol for consumption at a hotel function
Publicity is free
Kellogg cereal
2. Who will most often have the greatest detailed knowledge of guest likes and dislikes
25 or fewer
Line level employees
Management contract
Banquet manager
3. Which of the following is essential if employees are to effectively resolve guest problems as they occur
The authority to make key decisions
Make or buy items
Eggs and breakfast meat items
Improved overall managment of the hotel
4. What is true about the cost of providing room service meals
POM
$2.25
To help keep workers safe
The cost is higher than that of dining room service
5. What is the purpose of cold calling
Your ADR is higher then that of your competitors
To qualify prospects
Do not clean this room now
A reunion held for veterans of the vietnam war
6. In a hotel dining room with a total revenue of $1 -150 and 85 guests served what would be the hotels check average
Chain
The hotels general manager
$13.53
Merchant model
7. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
Waste disposal costs
The host pays for the beverages cosumed by guests
Your ADR is higher then that of your competitors
Kellogg cereal
8. What is true about mislaid property
New york
To qualify prospects
The strength of the brand name and the revenue the name will bring to the hotel
It has been intentionally left behind
9. In Which type of booking model are room rates readily viewed on-line by potential guests?
It is increasingly viewed by guests a a sign of commitment to quality service
Flag
Merchant model
It has been intentionally left behind
10. When can a cross-functional team be an effective operatiional tool in a hotel
They will have the same quality service expectations
When resolving hotel operating problems
A la carte
They operate hotels for owners but do not use the management company's name as part of the hotels name
11. What is true about second-tier management companies
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12. Which group of housekeeping employees should receive blood born pathogen training
All housekeeping employees
The hotel's executive housekeeper in keeping with the hotel policies and procedures
The specific brands of products served and serving hours
Waiting for guests to approach staff with specific problems
13. What is the lodging term for the fans and mechanical systems required to move air through a hotel's air ducts and vents
Air handlers
Room rates and the number of operating hotel properties will increase
It influences the guests total perception of a hotel visit
Be an effective way to measure progress toward established service standards
14. What is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
An outside vendor
New york
The strength of the brand name and the revenue the name will bring to the hotel
Incandescent bulb
15. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
$13.53
They are not being supervised with a service emphasis
New york
By associating performance in providing guest service with employee compensation
16. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Empowerment
Ritz carlton
250
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
17. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
Incandescent bulb
Preventive maintenance
A college graduation weekend occurring near a hotel
50000
18. What is the difference between advertising and publicity
3 times the normal usage
Publicity is free
OTA
New york
19. For food service buyers when does the ownership exchange of products the have purchased actually take place
It is designed to meet the hotel's sales goal
Upon receiving
French
Comp set
20. What is a REIT
Personality type
Identifying guests needs and wants
A stock issuing company that can own and operate its own hotels
Empowerment
21. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
The buying is based upon predetermined desired inventory levels
25 or fewer
Marketing activity
$2.25
22. What should happen to service procedures after they have been implemented in a hotel
The elimination of insects - rodents and scavenging animals
Housekeeping
They should be update as guest preferences change over time
Franchisors sales and marketing efforts
23. How can guest service best be integrated with employee reward systems
A hotels sales and marketing teams results in relation to those of other hotels
By associating performance in providing guest service with employee compensation
Management contract
French
24. 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
It has been intentionally left behind
A college graduation weekend occurring near a hotel
Sorting/washing/drying
Contribution margin
25. What is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company
Pilferage
The ratio of different room types in a hotel
Management contract
Make or buy items
26. What is most likely to happen when many travelers want to visit and stay in an area
Chain
All housekeeping employees
The buying is based upon predetermined desired inventory levels
Room rates and the number of operating hotel properties will increase
27. What is a lodging industry term for hotels operating under the same brand name
GDS
Chain
It is vacant and not yet cleaned
Illumination levels
28. Which of the following best describes a 'moment of truth'
Confirm item quantity and quality
Incandescent bulb
POM
It influences the guests total perception of a hotel visit
29. Managers can seek out service-minded staff by hiring those job applicants who
At the advertised ending time
Room rates and the number of operating hotel properties will increase
Comp set
Effectively answer open-ended questions about hypothetical service situations
30. What is another lodging term for work-order
Housekeeping
Maintenance request
28
The american hotel and lodging association
31. Which group would be classified as 'leisure travelers'
3 times the normal usage
Maintenance request
A family on vacation
Preventive maintenance
32. What is the term describing stealing of small quantities of something over a period of time
Pilferage
ADR x Occupancy Rate= RevPar
Package
Older travelers
33. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
A reunion held for veterans of the vietnam war
The buying is based upon predetermined desired inventory levels
Preventive maintenance
A hotels sales and marketing teams results in relation to those of other hotels
34. 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
A stock issuing company that can own and operate its own hotels
$3.20
Do not clean this room now
It is prepared and cooked at the guests' table
35. What happens to the unit price of food service items as the number of those items purchased increases
Daily
They are individual travelers
Their price per unit declines
The ratio of different room types in a hotel
36. 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
Empowerment
They are important for all workers serving food
50%
50000
37. In the small town of someko - michigan there are 5 hotels with a combined total of 650 sleeping rooms. during june an avg. of 400 of those rooms were sold each day - generating $29 -200 in room sales. What was the average daily rate (ADR) of the town
FTC
Routine maintenance
The authority to make key decisions
$73.00
38. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
Group market
They should be update as guest preferences change over time
Emergency maintenance
25 or fewer
39. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
AAHOA
Laundry is processed
FOC
They generally manage hotels for a fee
40. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
At the advertised ending time
Effectively answer open-ended questions about hypothetical service situations
They will have the same quality service expectations
Confirm item quantity and quality
41. What does STAR report evaluate
A college graduation weekend occurring near a hotel
Emergency maintenance
Contribution margin
A hotels sales and marketing teams results in relation to those of other hotels
42. 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
It influences the guests total perception of a hotel visit
Needles left by intravenous drug users
Eggs and breakfast meat items
Daily
43. Which group of employees will most often initiate the largest number of work orders
Banquet manager
Housekeeping
The person in charge of the hotel's maintenances department
Independent
44. What is the industry term for an organization that provides travel booking services on the internet
The specific brands of products served and serving hours
OTA
The authority to make key decisions
BEO
45. What is true about abandoned property
It has been intentionally left behind
Marketing activity
The investor seeks a return on investment (ROI)
Maintenance request
46. What is the purpose of an MSDS
To help keep workers safe
Function rooms
A hotels sales and marketing teams results in relation to those of other hotels
Waiting for guests to approach staff with specific problems
47. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
It is a reception that includes the services of complimentary food and/or beverages
The authority to make key decisions
When guests bring in their own bottles of alcohol for consumption at a hotel function
FTC
48. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
Eggs and breakfast meat items
Line level employees
The buying is based upon predetermined desired inventory levels
It is designed to meet the hotel's sales goal
49. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
An outside vendor
Function rooms
25 or fewer
It is prepared and cooked at the guests' table
50. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
Opaque rate model
When guests bring in their own bottles of alcohol for consumption at a hotel function
By associating performance in providing guest service with employee compensation
At the advertised ending time
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