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. In Which type of booking model are room rates readily viewed on-line by potential guests?
Merchant model
By associating performance in providing guest service with employee compensation
$2.25
The hotels general manager

2. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
Daily
$1.38
$2.25
POM

3. What lodging industry term is used to identify a hotel's meeting rooms - conference areas and ballroom space
Function rooms
Water pumps
At the advertised ending time
Emergency maintenance

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

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5. What happens to the unit price of food service items as the number of those items purchased increases
Their price per unit declines
It has been intentionally left behind
They are not being supervised with a service emphasis
Function rooms

6. In a hotel dining room with a total revenue of $1 -150 and 85 guests served what would be the hotels check average
$13.53
They will have the same quality service expectations
Value
ADR x Occupancy Rate= RevPar

7. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
When resolving hotel operating problems
The cost is higher than that of dining room service
Value
28

8. Which of the following is most essential to providing good service
Identifying guests needs and wants
Daily
Sorting/washing/drying
Preventive maintenance

9. What is true about the traditional russian style

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10. Cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
Include bath towels - hand towels - and washclothes
The hotels general manager
Daily
Comp set

11. 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
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
When resolving hotel operating problems
It has been intentionally left behind

12. What is a normal par level in hotel laundry
Franchise
A college graduation weekend occurring near a hotel
Pilferage
3 times the normal usage

13. What is the purpose of cold calling
2-4% gross revenue
Room rates and the number of operating hotel properties will increase
Be an effective way to measure progress toward established service standards
To qualify prospects

14. What does a foot candle measure
Illumination levels
50000
To qualify prospects
Needles left by intravenous drug users

15. Who usually maintains the washers and ryers placed in a hotels guests laundry
A stock issuing company that can own and operate its own hotels
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Laundry is processed
An outside vendor

16. 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
Waiting for guests to approach staff with specific problems
250
The ratio of different room types in a hotel
Personality type

17. Which of the following best describes a 'moment of truth'
It influences the guests total perception of a hotel visit
Emergency maintenance
To qualify prospects
Needles left by intravenous drug users

18. Which method would be least effective for determining guests' needs and wants
FOC
Waiting for guests to approach staff with specific problems
GDS
They should be update as guest preferences change over time

19. What is true about an investor in a hotel
Profits are higher with banquet sales
The investor seeks a return on investment (ROI)
When guests bring in their own bottles of alcohol for consumption at a hotel function
Preventive maintenance

20. When can a cross-functional team be an effective operatiional tool in a hotel
Daily
When resolving hotel operating problems
Pilferage
Banquet manager

21. 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
The strength of the brand name and the revenue the name will bring to the hotel
$3.20
50%
The hotels general manager

22. What is a per diem
Kellogg cereal
Publicity is free
Profits are higher with banquet sales
A fixed amount paid for a guests daily travel expense

23. What type of maintenance activity in a hotel would include lawn care - landscaping care and snow removal
Routine maintenance
$1.38
A hotels occupancy tax
They operate hotels for owners but do not use the management company's name as part of the hotels name

24. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
$73.00
Comp set
Line level employees
Banquet manager

25. A CVB is typically funded by what
Line level employees
A hotels occupancy tax
$13.53
25 or fewer

26. What is the lodging term for the fans and mechanical systems required to move air through a hotel's air ducts and vents
2-4% gross revenue
Presale activity
Be an effective way to measure progress toward established service standards
Air handlers

27. Which of the following best describes 'managers reception' in a limited service hotel
Attrition
Effectively answer open-ended questions about hypothetical service situations
250
It is a reception that includes the services of complimentary food and/or beverages

28. What is true about food served in the traditional french style

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29. 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
25 or fewer
$73.00
Www.tripadvisor.com
28

30. What is true about sanitation concerns in a limited service- hotel
BEO
They are important for all workers serving food
Do not clean this room now
They should be update as guest preferences change over time

31. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
Opaque rate model
By associating performance in providing guest service with employee compensation
When guests bring in their own bottles of alcohol for consumption at a hotel function
A hotels occupancy tax

32. How can guest service best be integrated with employee reward systems
Kellogg cereal
Depreciation
A la carte
By associating performance in providing guest service with employee compensation

33. What is true about an accrual accounting system
It matches expenses incurred with revenues generated
Your ADR is higher then that of your competitors
They should be update as guest preferences change over time
28

34. What is the one reason a hotel owner might consider hiring a hotel management company
It is prepared and cooked at the guests' table
Sorting/washing/drying
FOC
Improved overall managment of the hotel

35. What does STAR report evaluate
They generally manage hotels for a fee
A hotels sales and marketing teams results in relation to those of other hotels
Franchise
French

36. Who will most often have the greatest detailed knowledge of guest likes and dislikes
Line level employees
Laundry is processed
The strength of the brand name and the revenue the name will bring to the hotel
50%

37. What is the name of a lodging industry trade association that has been at the forefront of promoting fairness in the hotel franchising
AAHOA
When resolving hotel operating problems
A web site that allows a hotel's guests to post reviews of their previous stays
$73.00

38. What happens in a hotels OPL
Do not clean this room now
Laundry is processed
An outside vendor
All housekeeping employees

39. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
The investor seeks a return on investment (ROI)
Incandescent bulb
The strength of the brand name and the revenue the name will bring to the hotel
The authority to make key decisions

40. Which of the following is NOT a demographic factor of a guest
Personality type
A la carte
Maid
FTC

41. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
Make or buy items
Opaque rate model
A reunion held for veterans of the vietnam war
Include bath towels - hand towels - and washclothes

42. Which is the most important market for large convention hotels
Include bath towels - hand towels - and washclothes
Needles left by intravenous drug users
Group market
It is designed to meet the hotel's sales goal

43. Which of the following is a demand generator
A reunion held for veterans of the vietnam war
It matches expenses incurred with revenues generated
It influences the guests total perception of a hotel visit
A college graduation weekend occurring near a hotel

44. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
25 or fewer
A reunion held for veterans of the vietnam war
Chain
Preventive maintenance

45. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Ritz carlton
Laundry is processed
It matches expenses incurred with revenues generated
Waiting for guests to approach staff with specific problems

46. Which is an example of a branded breakfast item
Kellogg cereal
Improved overall managment of the hotel
It is increasingly viewed by guests a a sign of commitment to quality service
Water pumps

47. Assume you are reading a STAR report about a hotel you manage. What does an ADR index of 110 indicate
Publicity is free
Pilferage
Your ADR is higher then that of your competitors
Flag

48. In a hotel guest room - Which is a potential source of HIV
Needles left by intravenous drug users
$13.53
Depreciation
The specific brands of products served and serving hours

49. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
Deep cleaning
Group market
A hotels sales and marketing teams results in relation to those of other hotels
They are important for all workers serving food

50. What is the lodging industry term for a hotel that is not part of a franchise group?
Independent
The buying is based upon predetermined desired inventory levels
Franchise
Deep cleaning