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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 a very small limited service property - Which individual is typically responsible for the setup of the property's complimentary breakfst area
It is vacant and not yet cleaned
Night auditor
The hotels general manager
Preventive maintenance

2. What is true about a hotel room that is 'on-change'
Banquet manager
The number of hotel rooms sold the previous night
They should be update as guest preferences change over time
It is vacant and not yet cleaned

3. In a hotel with the linen cost of $2 -486 in the month and the rooms sold was 1 -130 - what was the hotel's linen cost per occupied room
They operate hotels for owners but do not use the management company's name as part of the hotels name
$2.20
The hotel's executive housekeeper in keeping with the hotel policies and procedures
Licensing

4. what type of activity describes a site tour
Presale activity
By associating performance in providing guest service with employee compensation
Empowerment
They generally manage hotels for a fee

5. What is a normal par level in hotel laundry
OTA
The investor seeks a return on investment (ROI)
3 times the normal usage
Do not clean this room now

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

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7. 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
Water pumps
French
BEO
The number of hotel rooms sold the previous night

8. In regard to quality service - a gal of zero defects can
Depreciation
The hotels general manager
Be an effective way to measure progress toward established service standards
The host pays for the beverages cosumed by guests

9. Which brand is generally recognized as the first hotel chain
Daily
The american hotel and lodging association
Franchise
Holiday inn

10. What is the primary factor that determines the total fees that franchisors can charge franchisees who want to affiliate with the franchisors brand
The buying is based upon predetermined desired inventory levels
The strength of the brand name and the revenue the name will bring to the hotel
Include bath towels - hand towels - and washclothes
A family on vacation

11. which factor most influences guest perceptions about their experience at a lodging operation
The american hotel and lodging association
All housekeeping employees
Service
ADR x Occupancy Rate= RevPar

12. What term is used to describe the relationship between the amount paid for an item and the item's perceived quality
Function rooms
Air handlers
They generally manage hotels for a fee
Value

13. What do the initials PM refer to in a hotel maintenance department
An outside vendor
The food and beverage services offered by the hotel
Preventive maintenance
Older travelers

14. Maintenance that must be performed immediatley to minimize damage to a hotel is referred to as
They are not being supervised with a service emphasis
Needles left by intravenous drug users
Emergency maintenance
20%

15. What is the name of the activity hoteliers use to minimize maintenance costs and prolong the life of hotel equipment
It matches expenses incurred with revenues generated
Preventive maintenance
FTC
The ensure guest room cleanliness

16. What is true about the traditional russian style

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17. 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
Improved overall managment of the hotel
Eggs and breakfast meat items
Their price per unit declines
Maintenance request

18. What is the industry term for an organization that provides travel booking services on the internet
OTA
At the advertised ending time
A reunion held for veterans of the vietnam war
FOC

19. Which types of food items have labor 'built in' to their prices
It is increasingly viewed by guests a a sign of commitment to quality service
Publicity is free
Make or buy items
Value

20. A brand specific frequent guest program is an example of a...
Waste disposal costs
Franchisors sales and marketing efforts
The hotels general manager
2-4% gross revenue

21. Which is an example of a consumer-generated content web site?
Www.tripadvisor.com
Opaque rate model
Deep cleaning
20%

22. What is true about an accrual accounting system
It matches expenses incurred with revenues generated
The strength of the brand name and the revenue the name will bring to the hotel
$2.20
Flag

23. Which is true about a hotels commitment to green practices
Guest preference
2-4% gross revenue
It is increasingly viewed by guests a a sign of commitment to quality service
Room rates and the number of operating hotel properties will increase

24. What is true about the cost of providing room service meals
Service
20%
The cost is higher than that of dining room service
Marketing activity

25. In the lodging industry - What is the meaning of the term room mix
BEO
The ratio of different room types in a hotel
Illumination levels
They operate hotels for owners using the management company's trade name as the hotels brand

26. What is a REIT
Your ADR is higher then that of your competitors
$2.20
250
A stock issuing company that can own and operate its own hotels

27. Which term refers to the fact that the decline in value of a hotel asset is generally tax deductible
Depreciation
GDS
Routine maintenance
Personality type

28. 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
BEO
FOC
Sorting/washing/drying
Deep cleaning

29. What does a foot candle measure
Upon receiving
Attrition
Night auditor
Illumination levels

30. 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
Holiday inn
The person in charge of the hotel's maintenances department
$73.00
It has been intentionally left behind

31. What does STAR report evaluate
Night auditor
Identifying guests needs and wants
A hotels sales and marketing teams results in relation to those of other hotels
FTC

32. Which group of housekeeping employees should receive blood born pathogen training
Routine maintenance
The hotel's executive housekeeper in keeping with the hotel policies and procedures
By associating performance in providing guest service with employee compensation
All housekeeping employees

33. What is the agency that enforces federal antitrust and consumer protection laws related to franchisors
They operate hotels for owners but do not use the management company's name as part of the hotels name
Daily
FTC
The host pays for the beverages cosumed by guests

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

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35. Which of the following best describes 'managers reception' in a limited service hotel
The authority to make key decisions
Opaque rate model
20%
It is a reception that includes the services of complimentary food and/or beverages

36. What is true about mislaid property
French
Trains
It has been intentionally left behind
Preventive maintenance

37. Cleaning a dryers lint trap is an example of a PM activity. how often should it be performed
A college graduation weekend occurring near a hotel
Group market
Daily
Purchases of food

38. Which state is NOT among the 3 largest car rental location states
A family on vacation
Licensing
New york
The ensure guest room cleanliness

39. Who has the greatest influence on the overall quality of service provided within a hotel
28
Daily
The hotels general manager
Waste disposal costs

40. What is true about sanitation concerns in a limited service- hotel
It is a reception that includes the services of complimentary food and/or beverages
Be an effective way to measure progress toward established service standards
The person in charge of the hotel's maintenances department
They are important for all workers serving food

41. Each of the following events would require one or more guest rooms - which would be classified as a SMERF
Deep cleaning
Pilferage
The american hotel and lodging association
A reunion held for veterans of the vietnam war

42. In Which type of booking model are room rates readily viewed on-line by potential guests?
It is designed to meet the hotel's sales goal
It has been intentionally left behind
Illumination levels
Merchant model

43. In a housekeeping department - What is the role of inspector
A stock issuing company that can own and operate its own hotels
Reduced operational costs
Deep cleaning
The ensure guest room cleanliness

44. What is a lodging industry term for hotels operating under the same brand name
50%
New york
Chain
250

45. Which is an example of a branded breakfast item
Pilferage
Function rooms
Kellogg cereal
Maintenance request

46. Which of the following represents the correct order of procedures used in cleaning linens and terry products
Sorting/washing/drying
Trains
The elimination of insects - rodents and scavenging animals
The cost is higher than that of dining room service

47. What is most likely to happen when many travelers want to visit and stay in an area
When resolving hotel operating problems
$1.38
Comp set
Room rates and the number of operating hotel properties will increase

48. Which group would be classified as 'leisure travelers'
A la carte
They operate hotels for owners but do not use the management company's name as part of the hotels name
A family on vacation
Identifying guests needs and wants

49. What is the purpose of an MSDS
The investor seeks a return on investment (ROI)
Line level employees
To help keep workers safe
Be an effective way to measure progress toward established service standards

50. How can guest service best be integrated with employee reward systems
By associating performance in providing guest service with employee compensation
All housekeeping employees
Preventive maintenance
Independent