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. Which is the most important market for large convention hotels
Guest preference
FTC
Laundry is processed
Group market

2. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
AAHOA
New york
At the advertised ending time
The food and beverage services offered by the hotel

3. 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?
The ratio of different room types in a hotel
GDS
Your ADR is higher then that of your competitors
Maid

4. What is the purpose of cold calling
Effectively answer open-ended questions about hypothetical service situations
The elimination of insects - rodents and scavenging animals
To qualify prospects
The buying is based upon predetermined desired inventory levels

5. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
The investor seeks a return on investment (ROI)
2-4% gross revenue
Ritz carlton
The cost is higher than that of dining room service

6. What is true about transient travelers
They are individual travelers
The investor seeks a return on investment (ROI)
Do not clean this room now
20%

7. Which group is more likely to use the services of a travel agent
Pilferage
Holiday inn
Older travelers
A web site that allows a hotel's guests to post reviews of their previous stays

8. When can a cross-functional team be an effective operatiional tool in a hotel
When resolving hotel operating problems
The person in charge of the hotel's maintenances department
Franchise service director
Their price per unit declines

9. For Which item below would a 'replace as needed' program be best
Room rates and the number of operating hotel properties will increase
Water pumps
Contribution margin
Waiting for guests to approach staff with specific problems

10. What is a lodging industry term for hotels operating under the same brand name
Opaque rate model
A stock issuing company that can own and operate its own hotels
Chain
It is designed to meet the hotel's sales goal

11. What is a normal par level in hotel laundry
Comp set
3 times the normal usage
Daily
Your ADR is higher then that of your competitors

12. Which of the following is NOT a demographic factor of a guest
An outside vendor
Personality type
The number of hotel rooms sold the previous night
The cost is higher than that of dining room service

13. What does a foot candle measure
Illumination levels
They are individual travelers
Maintenance request
Package

14. What happens to a hotel's POM costs as a hotel ages
Routine maintenance
Costs increase
When guests bring in their own bottles of alcohol for consumption at a hotel function
Opaque rate model

15. Cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
$13.53
Daily
A reunion held for veterans of the vietnam war
All housekeeping employees

16. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
Effectively answer open-ended questions about hypothetical service situations
Function rooms
It is vacant and not yet cleaned
Franchise

17. Which method would be least effective for determining guests' needs and wants
Waiting for guests to approach staff with specific problems
The number of hotel rooms sold the previous night
GDS
At the advertised ending time

18. Who will most often have the greatest detailed knowledge of guest likes and dislikes
Ritz carlton
Marketing activity
$13.53
Line level employees

19. What is true about abandoned property
Depreciation
An outside vendor
It has been intentionally left behind
$2.25

20. Which group of employees will most often initiate the largest number of work orders
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Housekeeping
Holiday inn
Package

21. What is true about abandoned property
Be an effective way to measure progress toward established service standards
An outside vendor
The authority to make key decisions
It has been intentionally left behind

22. Which of the following represents the correct order of procedures used in cleaning linens and terry products
$2.25
Licensing
Sorting/washing/drying
Waste disposal costs

23. What is another lodging term for work-order
Maintenance request
Empowerment
Deep cleaning
Management contract

24. Who usually maintains the washers and ryers placed in a hotels guests laundry
At the advertised ending time
The number of hotel rooms sold the previous night
An outside vendor
Banquet manager

25. 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
Maintenance request
The ensure guest room cleanliness
Eggs and breakfast meat items
Kellogg cereal

26. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
Maintenance request
Value
ADR x Occupancy Rate= RevPar
250

27. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
25 or fewer
They are not being supervised with a service emphasis
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Sorting/washing/drying

28. What is a REIT
250
The person in charge of the hotel's maintenances department
A hotels occupancy tax
A stock issuing company that can own and operate its own hotels

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

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30. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
The hotels general manager
The buying is based upon predetermined desired inventory levels
Deep cleaning
$1.38

31. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Reduced operational costs
Franchise
Do not clean this room now
It has been intentionally left behind

32. When considering varied types of guests such as families on vacation and businesspersons - what will be true about each type
2-4% gross revenue
They will have the same quality service expectations
Night auditor
Reduced operational costs

33. What is the approximate number of attendees at the average business meeting
25 or fewer
The cost is higher than that of dining room service
$1.38
To qualify prospects

34. What is true about hotel management companies
They generally manage hotels for a fee
It is prepared and cooked at the guests' table
Your ADR is higher then that of your competitors
Purchases of food

35. What is most likely to happen when many travelers want to visit and stay in an area
All housekeeping employees
$13.53
Line level employees
Room rates and the number of operating hotel properties will increase

36. What does Amtrak operate
Personality type
At the advertised ending time
Trains
A hotels sales and marketing teams results in relation to those of other hotels

37. Which is an example of a branded breakfast item
Include bath towels - hand towels - and washclothes
Eggs and breakfast meat items
Kellogg cereal
A web site that allows a hotel's guests to post reviews of their previous stays

38. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
$2.25
Costs increase
An outside vendor
Comp set

39. Which group would be classified as 'leisure travelers'
It is vacant and not yet cleaned
It is a reception that includes the services of complimentary food and/or beverages
A family on vacation
Deep cleaning

40. 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
Service
Line level employees
It matches expenses incurred with revenues generated
$73.00

41. How can guest service best be integrated with employee reward systems
Pilferage
Value
By associating performance in providing guest service with employee compensation
Franchise

42. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
Purchases of food
A reunion held for veterans of the vietnam war
Illumination levels
Identifying guests needs and wants

43. In Which type of booking model are room rates readily viewed on-line by potential guests?
Merchant model
Daily
Trains
Costs increase

44. What is the purpose of an MSDS
To help keep workers safe
Include bath towels - hand towels - and washclothes
POM
Illumination levels

45. What is true about mislaid property
It is increasingly viewed by guests a a sign of commitment to quality service
$73.00
3 times the normal usage
It has been intentionally left behind

46. Which is true about a hotels commitment to green practices
20%
A fixed amount paid for a guests daily travel expense
It is increasingly viewed by guests a a sign of commitment to quality service
Make or buy items

47. What is the advantage of a CFL
POM
It is a reception that includes the services of complimentary food and/or beverages
Reduced operational costs
Sorting/washing/drying

48. What does STAR report evaluate
$3.20
Management contract
A hotels sales and marketing teams results in relation to those of other hotels
A web site that allows a hotel's guests to post reviews of their previous stays

49. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
It has been intentionally left behind
Empowerment
Include bath towels - hand towels - and washclothes
Licensing

50. Which factor has the most impact on the number of guests who will be served in a limited service hotel
Chain
Licensing
Holiday inn
The number of hotel rooms sold the previous night