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. 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
Preventive maintenance
Daily
The buying is based upon predetermined desired inventory levels

2. Which of the following best describes 'managers reception' in a limited service hotel
Be an effective way to measure progress toward established service standards
Your ADR is higher then that of your competitors
It is designed to meet the hotel's sales goal
It is a reception that includes the services of complimentary food and/or beverages

3. 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
Attrition
Preventive maintenance
Waste disposal costs
Banquet manager

4. In a full service hotel What is true abouth the profitability of banquet food sales compared to that of dining room sales?
Chain
Profits are higher with banquet sales
$2.20
By associating performance in providing guest service with employee compensation

5. In regard to quality service - a gal of zero defects can
Flag
Air handlers
28
Be an effective way to measure progress toward established service standards

6. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
The ratio of different room types in a hotel
Room rates and the number of operating hotel properties will increase
A reunion held for veterans of the vietnam war
$73.00

7. What is a per diem
They operate hotels for owners but do not use the management company's name as part of the hotels name
They will have the same quality service expectations
They are important for all workers serving food
A fixed amount paid for a guests daily travel expense

8. The best menus are those developed based upon
The investor seeks a return on investment (ROI)
A hotels occupancy tax
Guest preference
Air handlers

9. What is the most important reason for properly maintaining trash removal areas
The elimination of insects - rodents and scavenging animals
2-4% gross revenue
The strength of the brand name and the revenue the name will bring to the hotel
Franchise

10. 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
$73.00
Night auditor
The american hotel and lodging association
It is a reception that includes the services of complimentary food and/or beverages

11. What is the purpose of an MSDS
Executive chef
To help keep workers safe
The host pays for the beverages cosumed by guests
Eggs and breakfast meat items

12. Which brand is generally recognized as the first hotel chain
Comp set
The number of hotel rooms sold the previous night
Holiday inn
Kellogg cereal

13. 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
Independent
Merchant model
All housekeeping employees

14. What is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company
Incandescent bulb
When resolving hotel operating problems
$2.25
Management contract

15. Which method would be least effective for determining guests' needs and wants
Publicity is free
Waiting for guests to approach staff with specific problems
Daily
Housekeeping

16. What is the industry term for an organization that provides travel booking services on the internet
French
The number of hotel rooms sold the previous night
OTA
Do not clean this room now

17. What best describes a hotels chief engineer

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18. What does Amtrak operate
Ritz carlton
Trains
Incandescent bulb
Emergency maintenance

19. What is true about the traditional russian style

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20. What is true about hotel management companies
Identifying guests needs and wants
Costs increase
They generally manage hotels for a fee
Ritz carlton

21. What is the difference between advertising and publicity
Include bath towels - hand towels - and washclothes
Waiting for guests to approach staff with specific problems
Pilferage
Publicity is free

22. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
Waste disposal costs
3 times the normal usage
$1.38
Licensing

23. 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
BEO
Independent
FTC

24. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
Function rooms
It is designed to meet the hotel's sales goal
Value
Identifying guests needs and wants

25. In a housekeeping department - What is the role of inspector
They will have the same quality service expectations
The hotels general manager
Maintenance request
The ensure guest room cleanliness

26. Which state is NOT among the 3 largest car rental location states
It is vacant and not yet cleaned
It is a reception that includes the services of complimentary food and/or beverages
New york
To help keep workers safe

27. What is another lodging industry term for a specific hotel brand name
Flag
The number of hotel rooms sold the previous night
They operate hotels for owners but do not use the management company's name as part of the hotels name
Contribution margin

28. Which types of food items have labor 'built in' to their prices
Trains
Upon receiving
Make or buy items
Attrition

29. 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?
It influences the guests total perception of a hotel visit
The person in charge of the hotel's maintenances department
Service
GDS

30. Which position would be a direct report to a hotels F&B director
A hotels occupancy tax
Preventive maintenance
The american hotel and lodging association
Banquet manager

31. Which of the following is essential if employees are to effectively resolve guest problems as they occur
Maintenance request
Www.tripadvisor.com
All housekeeping employees
The authority to make key decisions

32. What happens in a hotels OPL
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
The host pays for the beverages cosumed by guests
Your ADR is higher then that of your competitors

33. 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
Flag
50%
To qualify prospects
A family on vacation

34. What is true about abandoned property
Include bath towels - hand towels - and washclothes
Their price per unit declines
It has been intentionally left behind
Room rates and the number of operating hotel properties will increase

35. Which food service activity happens first
A la carte
Independent
Confirm item quantity and quality
Improved overall managment of the hotel

36. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
They will have the same quality service expectations
Night auditor
Routine maintenance
Empowerment

37. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
20%
$13.53
Needles left by intravenous drug users
The specific brands of products served and serving hours

38. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Do not clean this room now
They operate hotels for owners but do not use the management company's name as part of the hotels name
Daily
Improved overall managment of the hotel

39. In Which type of booking model are room rates readily viewed on-line by potential guests?
A hotels occupancy tax
The specific brands of products served and serving hours
Franchise service director
Merchant model

40. Who has the greatest influence on the overall quality of service provided within a hotel
An outside vendor
POM
Effectively answer open-ended questions about hypothetical service situations
The hotels general manager

41. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
It matches expenses incurred with revenues generated
All housekeeping employees
Ritz carlton
Value

42. Which of the following is a demand generator
A college graduation weekend occurring near a hotel
It influences the guests total perception of a hotel visit
Management contract
Group market

43. Approximately how many hotels are in operation in the US
Service
Effectively answer open-ended questions about hypothetical service situations
50000
Banquet manager

44. Which area would be considered public space in a hotel
Franchise service director
The pool area
Marketing activity
The hotel's executive housekeeper in keeping with the hotel policies and procedures

45. Which group is more likely to use the services of a travel agent
The investor seeks a return on investment (ROI)
Older travelers
The strength of the brand name and the revenue the name will bring to the hotel
Holiday inn

46. What is the term used to identify those who sell the rights to use a hotels brand name
Franchisor
At the advertised ending time
2-4% gross revenue
Attrition

47. 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
Your ADR is higher then that of your competitors
$73.00
28
Package

48. When would hotel guest be charged a corkage fee
Empowerment
All housekeeping employees
It is vacant and not yet cleaned
When guests bring in their own bottles of alcohol for consumption at a hotel function

49. What is the lodging industry term for a hotel that is not part of a franchise group?
3 times the normal usage
Identifying guests needs and wants
It is vacant and not yet cleaned
Independent

50. What is a normal par level in hotel laundry
Contribution margin
3 times the normal usage
Room rates and the number of operating hotel properties will increase
Comp set