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. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
A la carte
The specific brands of products served and serving hours
Needles left by intravenous drug users
The authority to make key decisions

2. 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
Needles left by intravenous drug users
$3.20
It has been intentionally left behind
Function rooms

3. What is true about abandoned property
Service
It influences the guests total perception of a hotel visit
It has been intentionally left behind
They will have the same quality service expectations

4. Which of the following is most essential to providing good service
It is vacant and not yet cleaned
Identifying guests needs and wants
Licensing
$2.20

5. What is the purpose of cold calling
They should be update as guest preferences change over time
To qualify prospects
$13.53
Maintenance request

6. Who will most often have the greatest detailed knowledge of guest likes and dislikes
New york
The hotel's executive housekeeper in keeping with the hotel policies and procedures
The elimination of insects - rodents and scavenging animals
Line level employees

7. from what language does the kitchen term 'mise en place' originate
$2.20
French
By associating performance in providing guest service with employee compensation
$13.53

8. Which of the following is essential if employees are to effectively resolve guest problems as they occur
The buying is based upon predetermined desired inventory levels
Laundry is processed
They generally manage hotels for a fee
The authority to make key decisions

9. A room attendant cleand 15 rooms in a shift consisting of 7 hours of work and 1 hour break time. What was this room attendant's cleaning time in minutes per room
French
28
It is prepared and cooked at the guests' table
Kellogg cereal

10. Which is an example of a consumer-generated content web site?
Ritz carlton
Line level employees
Www.tripadvisor.com
FOC

11. In regard to quality service - a gal of zero defects can
When resolving hotel operating problems
The authority to make key decisions
Be an effective way to measure progress toward established service standards
Water pumps

12. What is the one reason a hotel owner might consider hiring a hotel management company
Include bath towels - hand towels - and washclothes
Attrition
Their price per unit declines
Improved overall managment of the hotel

13. Which of the following represents the correct order of procedures used in cleaning linens and terry products
Sorting/washing/drying
FTC
The ensure guest room cleanliness
Management contract

14. 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
50000
Franchisors sales and marketing efforts
The number of hotel rooms sold the previous night

15. What is another lodging industry term for a specific hotel brand name
Daily
Laundry is processed
When resolving hotel operating problems
Flag

16. What is true about the traditional russian style

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17. Which is true about a hotels commitment to green practices
They are important for all workers serving food
Trains
Sorting/washing/drying
It is increasingly viewed by guests a a sign of commitment to quality service

18. When would hotel guest be charged a corkage fee
Reduced operational costs
When guests bring in their own bottles of alcohol for consumption at a hotel function
250
Housekeeping

19. What is the greatest difference between full service and limited service hotels
It is a reception that includes the services of complimentary food and/or beverages
They are not being supervised with a service emphasis
The food and beverage services offered by the hotel
It is designed to meet the hotel's sales goal

20. In a hotel dining room with a total revenue of $1 -150 and 85 guests served what would be the hotels check average
At the advertised ending time
Profits are higher with banquet sales
The number of hotel rooms sold the previous night
$13.53

21. Which housekeeping- related term is not used by professional hoteliers
Deep cleaning
Maid
The cost is higher than that of dining room service
Licensing

22. What is the lodging industry term for a hotel that is not part of a franchise group?
Independent
Contribution margin
2-4% gross revenue
Emergency maintenance

23. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
It is increasingly viewed by guests a a sign of commitment to quality service
To qualify prospects
The buying is based upon predetermined desired inventory levels
A stock issuing company that can own and operate its own hotels

24. To whom does the sous chef in a large hotel report
Executive chef
Group market
Flag
$13.53

25. What is the lodging industry term used to identify the wages and benefits - replacement parts and contract services used to operate a maintenance and engineering department
Contribution margin
Comp set
OTA
POM

26. What is true about sanitation concerns in a limited service- hotel
They are important for all workers serving food
FTC
An outside vendor
It is increasingly viewed by guests a a sign of commitment to quality service

27. 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
Attrition
Group market
A web site that allows a hotel's guests to post reviews of their previous stays
Purchases of food

28. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
They are not being supervised with a service emphasis
Improved overall managment of the hotel
GDS
Attrition

29. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
Presale activity
Profits are higher with banquet sales
A reunion held for veterans of the vietnam war
Room rates and the number of operating hotel properties will increase

30. Which is an example of a branded breakfast item
Kellogg cereal
Guest preference
Effectively answer open-ended questions about hypothetical service situations
The host pays for the beverages cosumed by guests

31. What is true about a marketing plan

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32. What is a common job title for the individual Who has regular on-site interaction with a franchised hotel
Pilferage
The buying is based upon predetermined desired inventory levels
The elimination of insects - rodents and scavenging animals
Franchise service director

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

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34. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
Night auditor
Comp set
Sorting/washing/drying
Maid

35. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
$3.20
Waiting for guests to approach staff with specific problems
Do not clean this room now
$1.38

36. Which position would be a direct report to a hotels F&B director
$73.00
Comp set
Banquet manager
All housekeeping employees

37. Which brand is generally recognized as the first hotel chain
Holiday inn
Merchant model
Package
The food and beverage services offered by the hotel

38. Who usually maintains the washers and dryers placed in a hotel's guest laundry
Depreciation
An outside vendor
The hotels general manager
250

39. 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
Waste disposal costs
Pilferage
Merchant model
$2.20

40. Which of the following is NOT a demographic factor of a guest
It is increasingly viewed by guests a a sign of commitment to quality service
Personality type
FOC
28

41. Who has the greatest influence on the overall quality of service provided within a hotel
The hotels general manager
It is a reception that includes the services of complimentary food and/or beverages
They generally manage hotels for a fee
A college graduation weekend occurring near a hotel

42. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
Costs increase
Preventive maintenance
Group market
They are not being supervised with a service emphasis

43. What is true about hotel management companies
It matches expenses incurred with revenues generated
They generally manage hotels for a fee
Effectively answer open-ended questions about hypothetical service situations
250

44. Which of the following is the formula hoteliers use to calculate RevPar
Maintenance request
ADR x Occupancy Rate= RevPar
They operate hotels for owners using the management company's trade name as the hotels brand
Franchisors sales and marketing efforts

45. What happens to a hotel's POM costs as a hotel ages
Chain
$2.20
Costs increase
2-4% gross revenue

46. How can guest service best be integrated with employee reward systems
It is designed to meet the hotel's sales goal
By associating performance in providing guest service with employee compensation
Routine maintenance
The authority to make key decisions

47. Which of the following is a demand generator
A college graduation weekend occurring near a hotel
Housekeeping
50%
It is a reception that includes the services of complimentary food and/or beverages

48. Which is the most important market for large convention hotels
Older travelers
To help keep workers safe
Management contract
Group market

49. What is true about first tier management companies

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50. What is the term used to identify those who purchase the rights to a hotels brand naem
A fixed amount paid for a guests daily travel expense
A reunion held for veterans of the vietnam war
The authority to make key decisions
Franchise