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. Appeal to both business and leisure travelers






2. The first american hotels differed from European hotels by charging a fixed fee (1$ per day) for food and lodging






3. 1. hotel staff members greet upon arrival 2. a welcome reception for the guests is held 3. guests check in and occupy rooms 4. activities - dining - and entertainment are arranged

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4. Room and meals are separate






5. Reality > expectations 'thrilled'






6. The first place where a lot of people could stay overnight and keep all their animals etc






7. Rooms fill from bottom-up so we may need to construct that way - with greater availability of cheaper rooms






8. Rooms actually reserved by group members






9. Uniformed services/FD






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






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






12. Under 150 rooms






13. Cashier (FD)/ uniformed services






14. Luxury - upper-upscale - upscale






15. Occupancy %






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






17. Reality < expectations dissatisfied






18. The accounting departments buys out the house petty cash vouchers with real cash - so that cash drawer is accurate






19. Number of rooms occupied divided by number of rooms available






20. Literally owns and operates hotel






21. Front Desk






22. 10000 divided by 95 + 5=10000 divided by 100=100$






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






24. Hotel holds room until 4 or 6






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






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






27. Guest accounts are all charges and payments of guests - and house accounts are all charges and payment of non guests






28. The retention of decision making authority by a high level manager






29. Reality = expectations satisfied






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






31. Rooms available X occupancy percentage X Average daily rate






32. A number of rooms set aside for a group






33. 1990; accomodate guests and employees with disabilities






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






35. Cash according to accounts






36. 70% occupancy - each room category is occupied at 70%.






37. China and India






38. Housekeeping






39. 1. group common tasks to allow for work specialization - which increases overall productivity 2. training is easier because of similarity and the many opp's for inexp workers to learn from exp workers 3. fosters efficiency - teamwork - and coordinati






40. If the bill is not paid - hotel cannot recover tip already paid out






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






42. Expedia or Orbitz






43. Harder to get than 5 diamond






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






45. 1. analyze the market 2. segment your customers 3. create different products for customers 4. forecast demand by segment 5. determine the optimal customer mix 6. use restrictions to maximize revenues






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






47. 95+5=100 divided by 150-25=125=80%






48. More money in cash drawer than should be






49. # of room no shows divided by # of room reservations






50. Negotiated based on number of rooms