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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. What is a REIT
Www.tripadvisor.com
Empowerment
A la carte
A stock issuing company that can own and operate its own hotels

2. What is the industry term for a form used by sales an food production personnel to detail the food and service requirements of a banquet
A web site that allows a hotel's guests to post reviews of their previous stays
Franchise service director
BEO
Management contract

3. In the lodging industry - What is the meaning of the term room mix
The investor seeks a return on investment (ROI)
The elimination of insects - rodents and scavenging animals
The ratio of different room types in a hotel
Maintenance request

4. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
Publicity is free
New york
Holiday inn
Waste disposal costs

5. What is true about an accrual accounting system
It matches expenses incurred with revenues generated
Be an effective way to measure progress toward established service standards
Sorting/washing/drying
Value

6. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
Your ADR is higher then that of your competitors
Presale activity
Guest preference
When guests bring in their own bottles of alcohol for consumption at a hotel function

7. Which group is more likely to use the services of a travel agent
Deep cleaning
Older travelers
$2.25
25 or fewer

8. Which housekeeping- related term is not used by professional hoteliers
The cost is higher than that of dining room service
Maid
They are individual travelers
Profits are higher with banquet sales

9. Which types of food items have labor 'built in' to their prices
Routine maintenance
Make or buy items
$13.53
A fixed amount paid for a guests daily travel expense

10. What is most likely to happen when many travelers want to visit and stay in an area
Room rates and the number of operating hotel properties will increase
Executive chef
The host pays for the beverages cosumed by guests
The elimination of insects - rodents and scavenging animals

11. What is the advantage of a CFL
Franchise
Independent
All housekeeping employees
Reduced operational costs

12. Which term refers to the fact that the decline in value of a hotel asset is generally tax deductible
Waste disposal costs
New york
The ratio of different room types in a hotel
Depreciation

13. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
They will have the same quality service expectations
Management contract
Maintenance request
The buying is based upon predetermined desired inventory levels

14. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
Needles left by intravenous drug users
The person in charge of the hotel's maintenances department
20%
A stock issuing company that can own and operate its own hotels

15. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
Presale activity
Franchise service director
Preventive maintenance
Guest preference

16. In regard to quality service - a gal of zero defects can
Make or buy items
$3.20
Be an effective way to measure progress toward established service standards
Value

17. What does STAR report evaluate
Marketing activity
A hotels sales and marketing teams results in relation to those of other hotels
The food and beverage services offered by the hotel
Sorting/washing/drying

18. Managers can seek out service-minded staff by hiring those job applicants who
Effectively answer open-ended questions about hypothetical service situations
Franchisor
Improved overall managment of the hotel
20%

19. The best menus are those developed based upon
Laundry is processed
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Guest preference
Kellogg cereal

20. What is the purpose of an MSDS
They will have the same quality service expectations
Attrition
Do not clean this room now
To help keep workers safe

21. What is true about the cost of providing room service meals
The cost is higher than that of dining room service
50000
$73.00
They are important for all workers serving food

22. Which of the following best describes 'managers reception' in a limited service hotel
They generally manage hotels for a fee
The ensure guest room cleanliness
They are individual travelers
It is a reception that includes the services of complimentary food and/or beverages

23. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
2-4% gross revenue
Do not clean this room now
Room rates and the number of operating hotel properties will increase
Contribution margin

24. with total breakfast costs of $550 for the week and an average of $2.20 cost per guest served - how many guests were served in the week
250
Www.tripadvisor.com
Service
Franchise service director

25. What is the management term for granting authority to employees to make key decisions within their assigned areas of responsibility
Independent
Empowerment
Holiday inn
25 or fewer

26. 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
28
A la carte
They operate hotels for owners but do not use the management company's name as part of the hotels name
It is prepared and cooked at the guests' table

27. What is true about a hotel room that is 'on-change'
Routine maintenance
It is vacant and not yet cleaned
A web site that allows a hotel's guests to post reviews of their previous stays
Night auditor

28. 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
Housekeeping
$3.20
Licensing
The pool area

29. What is the name for the difference between the original number of room requested by a group and that group's lower than requested actual room pick up
Air handlers
It influences the guests total perception of a hotel visit
Attrition
The strength of the brand name and the revenue the name will bring to the hotel

30. What is true about sanitation concerns in a limited service- hotel
A hotels occupancy tax
They are important for all workers serving food
Trains
French

31. What is another lodging term for work-order
Ritz carlton
Effectively answer open-ended questions about hypothetical service situations
Confirm item quantity and quality
Maintenance request

32. 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?
GDS
They generally manage hotels for a fee
The person in charge of the hotel's maintenances department
To help keep workers safe

33. What is the term describing stealing of small quantities of something over a period of time
Pilferage
Be an effective way to measure progress toward established service standards
When guests bring in their own bottles of alcohol for consumption at a hotel function
A college graduation weekend occurring near a hotel

34. What is true about first tier management companies

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35. In a hotel guest room - Which is a potential source of HIV
Needles left by intravenous drug users
Www.tripadvisor.com
Comp set
Be an effective way to measure progress toward established service standards

36. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Holiday inn
Ritz carlton
Independent
Franchise

37. Which is true about a hotels commitment to green practices
It is increasingly viewed by guests a a sign of commitment to quality service
$2.20
OTA
The buying is based upon predetermined desired inventory levels

38. What is a per diem
A fixed amount paid for a guests daily travel expense
The cost is higher than that of dining room service
Night auditor
$2.25

39. from what language does the kitchen term 'mise en place' originate
French
It influences the guests total perception of a hotel visit
It matches expenses incurred with revenues generated
The authority to make key decisions

40. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
Licensing
Reduced operational costs
Comp set
20%

41. 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
A fixed amount paid for a guests daily travel expense
Costs increase
OTA

42. What is a common job title for the individual Who has regular on-site interaction with a franchised hotel
Management contract
Pilferage
$3.20
Franchise service director

43. What does a foot candle measure
Illumination levels
The pool area
Flag
Banquet manager

44. Which of the following is essential if employees are to effectively resolve guest problems as they occur
The ratio of different room types in a hotel
The authority to make key decisions
They are important for all workers serving food
Publicity is free

45. What is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
To help keep workers safe
The strength of the brand name and the revenue the name will bring to the hotel
28
Air handlers

46. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
20%
Reduced operational costs
Function rooms
Guest preference

47. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
Profits are higher with banquet sales
Waste disposal costs
By associating performance in providing guest service with employee compensation
At the advertised ending time

48. Which of the following is the formula hoteliers use to calculate RevPar
ADR x Occupancy Rate= RevPar
A stock issuing company that can own and operate its own hotels
Marketing activity
Confirm item quantity and quality

49. Cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
Profits are higher with banquet sales
Daily
Emergency maintenance
The hotel's executive housekeeper in keeping with the hotel policies and procedures

50. Which of the following is NOT a demographic factor of a guest
Empowerment
Personality type
Routine maintenance
Confirm item quantity and quality