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. Who has the greatest influence on the overall quality of service provided within a hotel
Group market
Waste disposal costs
It has been intentionally left behind
The hotels general manager

2. Shat complimentary breakfast characteristics are typically established by a hotels franchise company
They are not being supervised with a service emphasis
French
$3.20
The specific brands of products served and serving hours

3. Which food service activity happens first
Confirm item quantity and quality
The number of hotel rooms sold the previous night
Package
They generally manage hotels for a fee

4. What is true about a hotel room that is 'on-change'
It is vacant and not yet cleaned
Pilferage
A hotels occupancy tax
It is a reception that includes the services of complimentary food and/or beverages

5. 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
Purchases of food
It matches expenses incurred with revenues generated
Room rates and the number of operating hotel properties will increase

6. What happens to the unit price of food service items as the number of those items purchased increases
Your ADR is higher then that of your competitors
Their price per unit declines
The american hotel and lodging association
Value

7. What is true about the cost of providing room service meals
New york
A stock issuing company that can own and operate its own hotels
They are individual travelers
The cost is higher than that of dining room service

8. What is a per diem
To qualify prospects
A hotels sales and marketing teams results in relation to those of other hotels
A fixed amount paid for a guests daily travel expense
Older travelers

9. What does STAR report evaluate
The host pays for the beverages cosumed by guests
Independent
Water pumps
A hotels sales and marketing teams results in relation to those of other hotels

10. A CVB is typically funded by what
The ensure guest room cleanliness
It is a reception that includes the services of complimentary food and/or beverages
Attrition
A hotels occupancy tax

11. What happens to a hotel's POM costs as a hotel ages
Costs increase
Confirm item quantity and quality
The host pays for the beverages cosumed by guests
Their price per unit declines

12. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
Your ADR is higher then that of your competitors
Eggs and breakfast meat items
The strength of the brand name and the revenue the name will bring to the hotel
Emergency maintenance

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

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14. What is another lodging industry term for a specific hotel brand name
Laundry is processed
Flag
Your ADR is higher then that of your competitors
Identifying guests needs and wants

15. What type of maintenance activity in a hotel would include lawn care - landscaping care and snow removal
28
Value
Preventive maintenance
Routine maintenance

16. The best menus are those developed based upon
Guest preference
Reduced operational costs
It is a reception that includes the services of complimentary food and/or beverages
Effectively answer open-ended questions about hypothetical service situations

17. Which position would be a direct report to a hotels F&B director
Attrition
Laundry is processed
Banquet manager
Effectively answer open-ended questions about hypothetical service situations

18. In a full service hotel What is true abouth the profitability of banquet food sales compared to that of dining room sales?
Profits are higher with banquet sales
The strength of the brand name and the revenue the name will bring to the hotel
Their price per unit declines
A fixed amount paid for a guests daily travel expense

19. Which state is NOT among the 3 largest car rental location states
New york
The specific brands of products served and serving hours
3 times the normal usage
Do not clean this room now

20. What is the difference between advertising and publicity
Publicity is free
Deep cleaning
By associating performance in providing guest service with employee compensation
Franchise service director

21. When would hotel guest be charged a corkage fee
Night auditor
Eggs and breakfast meat items
When guests bring in their own bottles of alcohol for consumption at a hotel function
It is a reception that includes the services of complimentary food and/or beverages

22. What is true about transient travelers
Kellogg cereal
Function rooms
Upon receiving
They are individual travelers

23. When considering varied types of guests such as families on vacation and businesspersons - what will be true about each type
They will have the same quality service expectations
The ratio of different room types in a hotel
Licensing
They are individual travelers

24. With 200 occupied rooms and breakfast costs of $450 - what would be a hotels breakfast cost per occupied room?
Eggs and breakfast meat items
They will have the same quality service expectations
$1.38
$2.25

25. What is the approximate amount of money that hoteliers should contribute to a property's FF&E reserve
Waste disposal costs
2-4% gross revenue
Preventive maintenance
Room rates and the number of operating hotel properties will increase

26. In a housekeeping department - What is the role of inspector
The ensure guest room cleanliness
The american hotel and lodging association
Trains
Function rooms

27. which factor most influences guest perceptions about their experience at a lodging operation
It has been intentionally left behind
By associating performance in providing guest service with employee compensation
Service
A hotels sales and marketing teams results in relation to those of other hotels

28. 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
It is prepared and cooked at the guests' table
It is a reception that includes the services of complimentary food and/or beverages
Eggs and breakfast meat items
$13.53

29. 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
To help keep workers safe
Deep cleaning
Incandescent bulb

30. what type of activity describes a site tour
$73.00
When guests bring in their own bottles of alcohol for consumption at a hotel function
Older travelers
Presale activity

31. What type of lamp works when a filament inside the lamp's bulb is heated by electric current to produce light
Incandescent bulb
They are individual travelers
It is increasingly viewed by guests a a sign of commitment to quality service
Reduced operational costs

32. 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
Value
Make or buy items
It has been intentionally left behind
$73.00

33. Which of a hotel's costs would be lowered the most if the hotel implemented a successful source reduction program
A hotels sales and marketing teams results in relation to those of other hotels
Their price per unit declines
They operate hotels for owners using the management company's trade name as the hotels brand
Waste disposal costs

34. What is the purpose of an MSDS
Independent
An outside vendor
To help keep workers safe
50%

35. Suppose its monday morning. what should a hotel's breakfast attendant begin to remove complimentary breakfast items from the hotel's breakfast serving area
28
It has been intentionally left behind
Confirm item quantity and quality
At the advertised ending time

36. Which of the following is essential if employees are to effectively resolve guest problems as they occur
A college graduation weekend occurring near a hotel
It is prepared and cooked at the guests' table
The authority to make key decisions
Reduced operational costs

37. Which of the following best describes a 'moment of truth'
A web site that allows a hotel's guests to post reviews of their previous stays
All housekeeping employees
It influences the guests total perception of a hotel visit
Emergency maintenance

38. Which is true about a hotels commitment to green practices
ADR x Occupancy Rate= RevPar
$3.20
It is increasingly viewed by guests a a sign of commitment to quality service
The person in charge of the hotel's maintenances department

39. Which brand is generally recognized as the first hotel chain
Holiday inn
$13.53
Effectively answer open-ended questions about hypothetical service situations
Routine maintenance

40. 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
$3.20
$1.38
Publicity is free
It has been intentionally left behind

41. What is the purpose of cold calling
OTA
3 times the normal usage
Make or buy items
To qualify prospects

42. Who usually maintains the washers and dryers placed in a hotel's guest laundry
Package
20%
An outside vendor
Air handlers

43. Which of the following is a demand generator
AAHOA
A college graduation weekend occurring near a hotel
Package
Be an effective way to measure progress toward established service standards

44. Which of the following is NOT a demographic factor of a guest
Sorting/washing/drying
Franchisor
It influences the guests total perception of a hotel visit
Personality type

45. 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
To qualify prospects
BEO
It is prepared and cooked at the guests' table
Confirm item quantity and quality

46. What is a common job title for the individual Who has regular on-site interaction with a franchised hotel
Franchise service director
Costs increase
A web site that allows a hotel's guests to post reviews of their previous stays
The american hotel and lodging association

47. What is the type of dining in which each available menu item is sold for an individual price
Include bath towels - hand towels - and washclothes
Function rooms
A la carte
Upon receiving

48. 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
Contribution margin
Function rooms
It is vacant and not yet cleaned
Comp set

49. In regard to quality service - a gal of zero defects can
Waiting for guests to approach staff with specific problems
Marketing activity
It is placed onto service ware in the kitchen - brought to the guest's table by servers and then portioned onto the guests' plates
Be an effective way to measure progress toward established service standards

50. What is the lodging industry term for the formal operating agreement between a hotel's owners and a hotel management company
Line level employees
Management contract
Deep cleaning
A stock issuing company that can own and operate its own hotels