Test your basic knowledge |

Hotel Operations Management

Subject : hospitality
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. Coupons used by members of tour groups to pay for meals etc...






2. Hotels need to satisfy as many guests as possible and maximize revenues from existing demand






3. Travelers who intend to stay five days or longer and required reduced hotel services






4. Determines a rooms short term availability






5. Front Desk






6. They are bullish because there is a near-zero amount of new hotel supply - Loans are difficult to get - Extremely limited new build activity






7. The separation between rich and poor






8. A number of rooms set aside for a group






9. Means to expand quickly with little capital -collect franchise fees






10. Reversal of problem; solving the problem and retaining the goodwill of the customer.






11. 1. Solid brands 2. Strong frequent guest program backed by excellent service and high product quality

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12. The hotel's standard published rate






13. Reservations






14. C corp - legal - taxable entity - REIT - exempt from corporate tax as long as they comply with certain guidelines






15. Cash according to accounts






16. A collection of all transactions incurred by a guest.






17. Coles Ordinary






18. True






19. 95+5=100 divided by 150-25=125=80%






20. No - there aren't - it is self proclaimed - not awarded






21. Encourages department performance instead of the main goal which is overall hotel performance






22. Blocking fewer rooms than requested by the group based on past history






23. To sell every available room at the most profitable rate






24. Hotel holds room until 4 or 6






25. Blocking/pre-assigning rooms






26. Tall organization/ small number of employees report to a supervisor






27. Turning away free independent traveler guests for lack of rooms due to group business






28. Hotel has to pay fee to VISA or AMEx - but does not reduce tip






29. Reality > expectations 'thrilled'






30. 10000 divided by 95 + 5=10000 divided by 100=100$






31. First laws to govern hotels - no watering down beer and must pay hotel tax or get hand chopped off






32. Address expectations and reality with honest advertising and training employees 'over delivery'






33. China and India






34. When they want to check in on a 'head night' and break up what is otherwise a potential consecutive day booking






35. Tangibles - reliability - responsiveness - assurance and empathy






36. Difference between 'What should be' and 'what is'






37. When more money is paid out than comes in and the cashier uses his bank for the payment






38. Concierge/bellstaff






39. Hotel holds room for guest credit card - advanced deposit. Billed even if they do not use the room






40. Reality < expectations dissatisfied






41. 1990; accomodate guests and employees with disabilities






42. Rooms available X occupancy percentage X Average daily rate






43. Focus is more for business clientele - airline passengers - airline personnel - and meeting attendants






44. Service encounters during which service quality is judged; first impression.






45. Room + 2 meals






46. Frequent travelers - vacationing families - professionals( accountants - lawyers - and executives)






47. Retained to manage a hotel on behalf of the owner






48. Owns hotels affiliated with chain brands






49. Where the poorer people stayed when traveling in the Roman Empire






50. An organization member has the right to make a decision without obtaining approval from a higher level manager.