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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. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
The american hotel and lodging association
Be an effective way to measure progress toward established service standards
Air handlers
Their price per unit declines
2. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
To qualify prospects
Preventive maintenance
The cost is higher than that of dining room service
Empowerment
3. When the entire staff of a hotel consistenly fail to deliver quality service to guests - the problem is most likely that
A college graduation weekend occurring near a hotel
Costs increase
They are not being supervised with a service emphasis
The hotels general manager
4. What is the lodging industry term for a hotel that is not part of a franchise group?
Your ADR is higher then that of your competitors
Empowerment
The hotels general manager
Independent
5. What is true about the cost of providing room service meals
The cost is higher than that of dining room service
Attrition
When resolving hotel operating problems
The specific brands of products served and serving hours
6. 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
The strength of the brand name and the revenue the name will bring to the hotel
They are individual travelers
It influences the guests total perception of a hotel visit
$73.00
7. What is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
The elimination of insects - rodents and scavenging animals
Trains
The strength of the brand name and the revenue the name will bring to the hotel
Ritz carlton
8. What happens to a hotel's POM costs as a hotel ages
Costs increase
The american hotel and lodging association
$2.25
They operate hotels for owners using the management company's trade name as the hotels brand
9. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
Comp set
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Value
They are important for all workers serving food
10. In Which type of booking model are room rates readily viewed on-line by potential guests?
Merchant model
Opaque rate model
Attrition
Guest preference
11. What is the lodging term for the fans and mechanical systems required to move air through a hotel's air ducts and vents
The pool area
Be an effective way to measure progress toward established service standards
Air handlers
A hotels occupancy tax
12. What best describes a hotels chief engineer
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13. What is true about mislaid property
They will have the same quality service expectations
It has been intentionally left behind
They are not being supervised with a service emphasis
To qualify prospects
14. what type of activity describes the act of placing an ad in the yellow pages?
Marketing activity
POM
Depreciation
The person in charge of the hotel's maintenances department
15. For Which item below would a 'replace as needed' program be best
Water pumps
Waiting for guests to approach staff with specific problems
The food and beverage services offered by the hotel
$3.20
16. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
Night auditor
A college graduation weekend occurring near a hotel
A hotels occupancy tax
Waste disposal costs
17. What is true about sanitation concerns in a limited service- hotel
The investor seeks a return on investment (ROI)
Trains
They are important for all workers serving food
Comp set
18. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
Package
20%
A reunion held for veterans of the vietnam war
By associating performance in providing guest service with employee compensation
19. What is a normal par level in hotel laundry
It has been intentionally left behind
Holiday inn
Maid
3 times the normal usage
20. Which is true about a hotels commitment to green practices
Effectively answer open-ended questions about hypothetical service situations
It is increasingly viewed by guests a a sign of commitment to quality service
28
Licensing
21. What does a foot candle measure
Illumination levels
Www.tripadvisor.com
A la carte
Their price per unit declines
22. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
Attrition
Holiday inn
Ritz carlton
Empowerment
23. What happens to the unit price of food service items as the number of those items purchased increases
Franchise
Their price per unit declines
The person in charge of the hotel's maintenances department
FOC
24. Which of the following would be considered a user-generated web site
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25. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
Maid
$2.25
Kellogg cereal
Reduced operational costs
26. What type of maintenance activity in a hotel would include lawn care - landscaping care and snow removal
They should be update as guest preferences change over time
Air handlers
Holiday inn
Routine maintenance
27. What do the initials PM refer to in a hotel maintenance department
It has been intentionally left behind
Emergency maintenance
Preventive maintenance
Ritz carlton
28. 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
Eggs and breakfast meat items
Www.tripadvisor.com
It is designed to meet the hotel's sales goal
$3.20
29. In regard to quality service - a gal of zero defects can
Needles left by intravenous drug users
Be an effective way to measure progress toward established service standards
They will have the same quality service expectations
The person in charge of the hotel's maintenances department
30. What is a lodging industry term for hotels operating under the same brand name
Chain
Comp set
New york
French
31. Who will most often have the greatest detailed knowledge of guest likes and dislikes
An outside vendor
Line level employees
Confirm item quantity and quality
Maintenance request
32. Who is responsible for making the distinction between mislaid - lost and abandoned property
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33. When considering varied types of guests such as families on vacation and businesspersons - what will be true about each type
$1.38
The person in charge of the hotel's maintenances department
AAHOA
They will have the same quality service expectations
34. Which area would be considered public space in a hotel
Waiting for guests to approach staff with specific problems
The pool area
Needles left by intravenous drug users
Banquet manager
35. 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
It is vacant and not yet cleaned
Value
FOC
Opaque rate model
36. How can guest service best be integrated with employee reward systems
By associating performance in providing guest service with employee compensation
Franchise service director
They should be update as guest preferences change over time
A college graduation weekend occurring near a hotel
37. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
Maintenance request
To help keep workers safe
AAHOA
It matches expenses incurred with revenues generated
38. Who has the greatest influence on the overall quality of service provided within a hotel
$1.38
The hotels general manager
Needles left by intravenous drug users
Attrition
39. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
The person in charge of the hotel's maintenances department
Profits are higher with banquet sales
Management contract
Comp set
40. Which professional recognition is typically granted by a governmental agency
Licensing
The person in charge of the hotel's maintenances department
It has been intentionally left behind
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
41. which factor most influences guest perceptions about their experience at a lodging operation
Make or buy items
Night auditor
Service
To qualify prospects
42. In a hotel guest room - Which is a potential source of HIV
Incandescent bulb
Needles left by intravenous drug users
Water pumps
Air handlers
43. Which of the following is most essential to providing good service
French
Confirm item quantity and quality
Daily
Identifying guests needs and wants
44. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
FTC
Depreciation
Maid
By associating performance in providing guest service with employee compensation
45. Which group of employees will most often initiate the largest number of work orders
It influences the guests total perception of a hotel visit
Housekeeping
Line level employees
To help keep workers safe
46. 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
The cost is higher than that of dining room service
POM
Guest preference
50000
47. What is true about a hotel room that is 'on-change'
It is vacant and not yet cleaned
Marketing activity
Franchise service director
$2.20
48. What is true about abandoned property
Night auditor
It has been intentionally left behind
Illumination levels
Older travelers
49. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
The american hotel and lodging association
Needles left by intravenous drug users
Your ADR is higher then that of your competitors
Merchant model
50. from what language does the kitchen term 'mise en place' originate
Include bath towels - hand towels - and washclothes
The specific brands of products served and serving hours
3 times the normal usage
French