Lodging Operations 101

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. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
They operate hotels for owners using the management company's trade name as the hotels brand
Incandescent bulb
20%
A reunion held for veterans of the vietnam war


2. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
28
The strength of the brand name and the revenue the name will bring to the hotel
Ritz carlton
They generally manage hotels for a fee


3. What is the difference between advertising and publicity
Improved overall managment of the hotel
Publicity is free
Profits are higher with banquet sales
The hotels general manager


4. What is a normal par level in hotel laundry
Publicity is free
They are individual travelers
A fixed amount paid for a guests daily travel expense
3 times the normal usage


5. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
Purchases of food
They will have the same quality service expectations
The person in charge of the hotel's maintenances department
Deep cleaning


6. What is the one reason a hotel owner might consider hiring a hotel management company
Improved overall managment of the hotel
Preventive maintenance
They will have the same quality service expectations
BEO


7. What is the purpose of cold calling
Needles left by intravenous drug users
Contribution margin
To qualify prospects
Group market


8. Managers can seek out service-minded staff by hiring those job applicants who
Opaque rate model
Effectively answer open-ended questions about hypothetical service situations
Housekeeping
POM


9. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
Preventive maintenance
Pilferage
They generally manage hotels for a fee
The specific brands of products served and serving hours


10. What is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company
It is designed to meet the hotel's sales goal
Management contract
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


11. What is a common job title for the individual Who has regular on-site interaction with a franchised hotel
Contribution margin
Franchise service director
Routine maintenance
Needles left by intravenous drug users


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

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13. Which association is a collection of state-level hotel associations working together to meet the educational - social - and legislative needs of its members
It matches expenses incurred with revenues generated
It has been intentionally left behind
The american hotel and lodging association
Costs increase


14. Which is an example of a branded breakfast item
AAHOA
The buying is based upon predetermined desired inventory levels
FTC
Kellogg cereal


15. A brand specific frequent guest program is an example of a...
Franchisors sales and marketing efforts
A la carte
It has been intentionally left behind
Licensing


16. What happens in a hotels OPL
Air handlers
Trains
Laundry is processed
Function rooms


17. What is true about the traditional russian style

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18. Which position would be a direct report to a hotels F&B director
New york
Banquet manager
The person in charge of the hotel's maintenances department
An outside vendor


19. Which of the following is NOT a demographic factor of a guest
Personality type
Maid
$2.20
Waste disposal costs


20. Which of the following would be considered a user-generated web site

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21. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
50%
Incandescent bulb
Improved overall managment of the hotel
AAHOA


22. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
Night auditor
Maid
Holiday inn
The buying is based upon predetermined desired inventory levels


23. When can a cross-functional team be an effective operatiional tool in a hotel
When resolving hotel operating problems
Laundry is processed
Value
$2.25


24. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
Incandescent bulb
Chain
Waste disposal costs
Publicity is free


25. Which term refers to the fact that the decline in value of a hotel asset is generally tax deductible
The elimination of insects - rodents and scavenging animals
Maid
Be an effective way to measure progress toward established service standards
Depreciation


26. 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
FOC
By associating performance in providing guest service with employee compensation
The elimination of insects - rodents and scavenging animals
Holiday inn


27. What is a guest seeking to communicate with a DND sign placed on the outside of the door?
Flag
The hotels general manager
Do not clean this room now
A family on vacation


28. 'Terry' refers to guest room amenities that
$73.00
French
Waste disposal costs
Include bath towels - hand towels - and washclothes


29. What do the initials PM refer to in a hotel maintenance department
Preventive maintenance
Empowerment
It is prepared and cooked at the guests' table
Sorting/washing/drying


30. Which factor has the most impact on the number of guests who will be served in a limited service hotel
Attrition
The number of hotel rooms sold the previous night
28
Pilferage


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

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32. What happens to a hotel's POM costs as a hotel ages
28
Management contract
Comp set
Costs increase


33. Which is true about a hotels commitment to green practices
It is increasingly viewed by guests a a sign of commitment to quality service
2-4% gross revenue
BEO
Be an effective way to measure progress toward established service standards


34. What is true about abandoned property
The hotels general manager
It has been intentionally left behind
Incandescent bulb
A hotels sales and marketing teams results in relation to those of other hotels


35. Who has the greatest influence on the overall quality of service provided within a hotel
When guests bring in their own bottles of alcohol for consumption at a hotel function
A stock issuing company that can own and operate its own hotels
The hotels general manager
The authority to make key decisions


36. What is true about second-tier management companies

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37. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
Your ADR is higher then that of your competitors
Franchise
Flag
2-4% gross revenue


38. In a hotel guest room - Which is a potential source of HIV
A stock issuing company that can own and operate its own hotels
Needles left by intravenous drug users
Older travelers
It has been intentionally left behind


39. What happens to the unit price of food service items as the number of those items purchased increases
Night auditor
The ensure guest room cleanliness
28
Their price per unit declines


40. What is the purpose of an MSDS
A family on vacation
250
To help keep workers safe
It matches expenses incurred with revenues generated


41. What is the most important reason for properly maintaining trash removal areas
Housekeeping
The elimination of insects - rodents and scavenging animals
The strength of the brand name and the revenue the name will bring to the hotel
It has been intentionally left behind


42. what type of activity describes a site tour
Emergency maintenance
Waiting for guests to approach staff with specific problems
Presale activity
Room rates and the number of operating hotel properties will increase


43. What is true about first tier management companies

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44. What does Amtrak operate
The specific brands of products served and serving hours
Trains
Preventive maintenance
It matches expenses incurred with revenues generated


45. What is another lodging industry term for a specific hotel brand name
Publicity is free
50%
25 or fewer
Flag


46. Which food service activity happens first
Daily
Confirm item quantity and quality
The hotel's executive housekeeper in keeping with the hotel policies and procedures
The elimination of insects - rodents and scavenging animals


47. 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
It is vacant and not yet cleaned
Preventive maintenance
Contribution margin
The specific brands of products served and serving hours


48. Which professional recognition is typically granted by a governmental agency
Licensing
50%
It influences the guests total perception of a hotel visit
2-4% gross revenue


49. What is the type of dining in which each available menu item is sold for an individual price
The ensure guest room cleanliness
A la carte
Be an effective way to measure progress toward established service standards
They should be update as guest preferences change over time


50. What is the lodging term for the fans and mechanical systems required to move air through a hotel's air ducts and vents
A hotels occupancy tax
Air handlers
Comp set
Older travelers