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. 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
A family on vacation
Banquet manager
Older travelers

2. from what language does the kitchen term 'mise en place' originate
French
Emergency maintenance
Waste disposal costs
Franchisors sales and marketing efforts

3. What is true about hotel management companies
The hotels general manager
Function rooms
They generally manage hotels for a fee
GDS

4. In a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
A hotels sales and marketing teams results in relation to those of other hotels
BEO
They generally manage hotels for a fee
Night auditor

5. What is the advantage of a CFL
Reduced operational costs
20%
Sorting/washing/drying
They should be update as guest preferences change over time

6. Which brand is generally recognized as the first hotel chain
Purchases of food
Confirm item quantity and quality
Preventive maintenance
Holiday inn

7. In which type of booking model are room rates not seen by guests until after they have successfully 'bid' for a room
Illumination levels
Profits are higher with banquet sales
It is a reception that includes the services of complimentary food and/or beverages
Opaque rate model

8. 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
Incandescent bulb
French
Upon receiving
Eggs and breakfast meat items

9. Who has the greatest influence on the overall quality of service provided within a hotel
Preventive maintenance
It matches expenses incurred with revenues generated
GDS
The hotels general manager

10. What is the term used to identify those who sell the rights to use a hotels brand name
Laundry is processed
Upon receiving
Franchisor
French

11. What is a per diem
A fixed amount paid for a guests daily travel expense
Comp set
250
Housekeeping

12. What is true about first tier management companies

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13. Which of the following represents the correct order of procedures used in cleaning linens and terry products
The hotel's executive housekeeper in keeping with the hotel policies and procedures
Management contract
Sorting/washing/drying
28

14. What is a normal par level in hotel laundry
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
A stock issuing company that can own and operate its own hotels
3 times the normal usage
The strength of the brand name and the revenue the name will bring to the hotel

15. What is the purpose of cold calling
To qualify prospects
A family on vacation
20%
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates

16. Which housekeeping- related term is not used by professional hoteliers
It has been intentionally left behind
Maid
GDS
Trains

17. What name is used to describe a group of competing hotels to which an individual hotel's operating performance is compared
The ensure guest room cleanliness
Comp set
Eggs and breakfast meat items
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates

18. The best menus are those developed based upon
New york
The pool area
Guest preference
A college graduation weekend occurring near a hotel

19. What type of maintenance activity in a hotel would include lawn care - landscaping care and snow removal
Franchisors sales and marketing efforts
Guest preference
Routine maintenance
Housekeeping

20. What is true about an investor in a hotel
When resolving hotel operating problems
50000
The investor seeks a return on investment (ROI)
It is a reception that includes the services of complimentary food and/or beverages

21. What should happen to service procedures after they have been implemented in a hotel
They should be update as guest preferences change over time
Presale activity
Pilferage
Package

22. Which of the following is the formula hoteliers use to calculate RevPar
$3.20
ADR x Occupancy Rate= RevPar
Franchise
Be an effective way to measure progress toward established service standards

23. Who will most often have the greatest detailed knowledge of guest likes and dislikes
When guests bring in their own bottles of alcohol for consumption at a hotel function
It has been intentionally left behind
Flag
Line level employees

24. In regard to quality service - a gal of zero defects can
It influences the guests total perception of a hotel visit
Line level employees
Be an effective way to measure progress toward established service standards
$73.00

25. When can a cross-functional team be an effective operatiional tool in a hotel
Presale activity
Chain
When resolving hotel operating problems
Banquet manager

26. Which company's motto is 'we are ladies and gentlemen serving Ladies and gentlemen'
Maintenance request
Ritz carlton
The pool area
Housekeeping

27. What is the lodging term used to describe a hotel room or area that is undergoing extraordinary cleaning procedures
Waste disposal costs
Maid
Deep cleaning
Depreciation

28. 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
At the advertised ending time
Maid
Sorting/washing/drying

29. Managers can seek out service-minded staff by hiring those job applicants who
Make or buy items
Effectively answer open-ended questions about hypothetical service situations
A fixed amount paid for a guests daily travel expense
Costs increase

30. Which group would be classified as 'leisure travelers'
Kellogg cereal
A family on vacation
Effectively answer open-ended questions about hypothetical service situations
It has been intentionally left behind

31. What is true about a marketing plan

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32. An investor makes and investment of 1000000 and acheives a $200000 profit on that investment in this example what was the investors ROI
The food and beverage services offered by the hotel
OTA
20%
The strength of the brand name and the revenue the name will bring to the hotel

33. Approximately how many hotels are in operation in the US
20%
50000
Include bath towels - hand towels - and washclothes
$73.00

34. In the lodging industry - What is the meaning of the term room mix
They are not being supervised with a service emphasis
Purchases of food
The ratio of different room types in a hotel
Costs increase

35. What is the travel industry term used to describe a group of travel services - such as hotel rooms - meals - and airfare - sold for one price
Confirm item quantity and quality
The hotels general manager
Package
They operate hotels for owners using the management company's trade name as the hotels brand

36. when using a par inventory system - how does the individual responsible for purchasing food items determine how much to buy
Daily
Waste disposal costs
The number of hotel rooms sold the previous night
The buying is based upon predetermined desired inventory levels

37. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
OTA
At the advertised ending time
$2.25
$2.20

38. What is true about abandoned property
The number of hotel rooms sold the previous night
BEO
Management contract
It has been intentionally left behind

39. In a housekeeping department - What is the role of inspector
It is prepared and cooked at the guests' table
Preventive maintenance
The ensure guest room cleanliness
Empowerment

40. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
Marketing activity
Value
Waste disposal costs
GDS

41. Which is an example of a consumer-generated content web site?
A stock issuing company that can own and operate its own hotels
Www.tripadvisor.com
Eggs and breakfast meat items
It matches expenses incurred with revenues generated

42. Which of the following is NOT a demographic factor of a guest
Guest preference
A reunion held for veterans of the vietnam war
FTC
Personality type

43. Which types of food items have labor 'built in' to their prices
Be an effective way to measure progress toward established service standards
The buying is based upon predetermined desired inventory levels
Make or buy items
They will have the same quality service expectations

44. A brand specific frequent guest program is an example of a...
They are not being supervised with a service emphasis
To qualify prospects
It is designed to meet the hotel's sales goal
Franchisors sales and marketing efforts

45. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
Waste disposal costs
50000
The elimination of insects - rodents and scavenging animals
An outside vendor

46. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
The pool area
Incandescent bulb
The host pays for the beverages cosumed by guests
Presale activity

47. When would hotel guest be charged a corkage fee
Franchise
The american hotel and lodging association
The specific brands of products served and serving hours
When guests bring in their own bottles of alcohol for consumption at a hotel function

48. What does STAR report evaluate
Emergency maintenance
The ensure guest room cleanliness
POM
A hotels sales and marketing teams results in relation to those of other hotels

49. What does a foot candle measure
They operate hotels for owners but do not use the management company's name as part of the hotels name
The american hotel and lodging association
FTC
Illumination levels

50. Which food service activity happens first
The investor seeks a return on investment (ROI)
Improved overall managment of the hotel
Ritz carlton
Confirm item quantity and quality